Arriving at a mood-lit hostess stand at a trendy fine-dining restaurant, excellence is an anticipated part of the experience. The simplicity of takeout pizza too, though more common place, has expectations that good and easy food awaits. As customers, we always carry expectations into a service or purchase experience, and regardless of how it goes – excellent, good, easy, or not – communication and unexpected actions make a major impact.
Last weekend, I dined out and got carry out on back-to-back nights and had some remarkable service experiences, so much so that they were worth writing about.
Friday night:
A group of 8 of us went out to celebrate my sister’s birthday.  We went to a foodie spot in a hip neighborhood.  The reservation was for 8pm, and though we arrived on time, an hour later we were still standing. Though a bit nervous at this point that we were in for a long night, I’m an optimistic guy: their cocktails were well crafted and tided us over.
Once seated, appetizers came quickly and helped satiate our hunger pains. Then an unordered appetizer was presented. I’m now thinking to myself, hey, cool, free stuff, what’s the catch?  I hope this isn’t a stall tactic.  We finished all of that and then waited… and waited.. and there were another 20+ minutes of waiting (*tummy grumble*). No drinks were offered, my porter was quaffed (Now I’m also out of beer?!), and our heretofore awesome server Molly, was suspiciously out of view.
The hangry meter was rising as the clock neared 10pm, and I confess we almost paid for current services and went to the taco truck across the street.  I’m usually not one to sound the complaint alarm or approach the manager, but I was close to doing just that.
You’ve probably been there. You go to a restaurant to eat and no matter how good the food, if you don’t get to eat it, you remain hungry, and angry. Hangry.
The food arrived, it was tasty, but there was something lacking about the customer service experience that left my brain, rather than my tummy, a little grumbly.
Saturday night:
My angelic wife and I were too worn out from playing with our boys and doing spring yard work to cook dinner.  Logically, we called in pizza from the new place down the block. As I walked in on time, I was greeted warmly and quickly informed they had made a mistake on one of my pies and were making a 14” instead of the 16” I had requested.  Straight away, the counterman told me they were taking a few bucks off the total.  Wow, that’s pretty fortunate, I’m thinking to myself, no biggie.  With concern I might still be hungry with the smaller pie, I asked if they had anything quickly available they could add to my order.  They said garlic bread would be fast and offered to toss it in free (Double bonus!).
Meanwhile, my sidekick on this pickup, my 3-year-old son Kaplan, was looking longingly into the ice cream case.  The pizza dude gave me a quick glance to obtain approval and then provided my little man with a little scoop of the coveted chocolate treat.  We spent the next few minutes on the front stoop enjoying the early spring weather, eating the ice cream cone, and waiting for our pies to come out of the oven.
While my son was wholly focused on the cone, I kept thinking about both experiences. Stuff happens, and the way you address it is paramount in creating the desired customer experience.
This presumably lowest ranking employee, the counterman, made both myself and my toddler ecstatic. Their food cost might have been $3 to create this impression. My 3-year-old asking about ice cream EVERY time we pass the place on the way home from everywhere we go? Priceless.
So, what could the hip foodie spot learn from the corner pizza place? Both offered free food. Both delivered on tasty food. The difference? Kaplan’s favorite counterman was not only honest, he was communicative about what they were doing and why. We’ve all waited too long for food and we’ve all had orders messed up. That guy empathized with me and did what he could to make me (and Kaplan) satisfied. There’s a problem? Take decisive action. Right now. An empowered employee creates a strong experience – and demonstrates a company’s overall service orientation.

Free stuff is awesome, but there’s a better recipe for the right and lasting way to leave your customer happy. How can empathy, honesty, and action save the day? The Sales Cyclist knows. Add your thoughts below or email Ben directly!
photo credit:© chandlervid85 – stock.adobe.com