{"id":3617,"date":"2017-05-19T15:56:09","date_gmt":"2017-05-19T20:56:09","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=3617"},"modified":"2017-05-19T15:56:09","modified_gmt":"2017-05-19T20:56:09","slug":"theres-a-problem-and-then-theres-ice-cream","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2017\/05\/19\/theres-a-problem-and-then-theres-ice-cream\/","title":{"rendered":"There's a Problem – and Then There's Ice Cream"},"content":{"rendered":"

\"\"
\nArriving 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 \u2013 excellent, good, easy, or not \u2013 communication and unexpected actions make a major impact.
\nLast 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.
\nFriday night:<\/u><\/strong>
\nA group of 8 of us went out to celebrate my sister\u2019s birthday.\u00a0 We went to a foodie spot in a hip neighborhood.\u00a0 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\u2019m an optimistic guy: their cocktails were well crafted and tided us over.
\nOnce seated, appetizers came quickly and helped satiate our hunger pains. Then an unordered appetizer was presented. I\u2019m now thinking to myself, hey, cool, free stuff, what\u2019s the catch?<\/em> \u00a0I hope this isn\u2019t a stall tactic<\/em>.\u00a0 We finished all of that and then waited\u2026 and waited.. and there were another 20+ minutes of waiting (*tummy grumble*). No drinks were offered, my porter was quaffed (Now I\u2019m also out of beer?!),<\/em> and our heretofore awesome server Molly, was suspiciously out of view.
\nThe 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.\u00a0 I\u2019m usually not one to sound the complaint alarm or approach the manager, but I was close to doing just that.
\nYou\u2019ve probably been there. You go to a restaurant to eat and no matter how good the food, if you don\u2019t get to eat it, you remain hungry, and angry. Hangry.
\nThe 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.
\nSaturday night:<\/u><\/strong>
\nMy angelic wife and I were too worn out from playing with our boys and doing spring yard work to cook dinner.\u00a0 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\u201d instead of the 16\u201d I had requested.\u00a0 Straight away, the counterman told me they were taking a few bucks off the total.\u00a0 Wow, that\u2019s pretty fortunate,<\/em> I\u2019m thinking to myself, no biggie.<\/em>\u00a0 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.\u00a0 They said garlic bread would be fast and offered to toss it in free (Double bonus!).
\nMeanwhile, my sidekick on this pickup, my 3-year-old son Kaplan, was looking longingly into the ice cream case.\u00a0 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.\u00a0 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.
\nWhile 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.
\nThis 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.
\nSo, what could the hip foodie spot learn from the corner pizza place? Both offered free food. Both delivered on tasty food. The difference? Kaplan\u2019s favorite counterman was not only honest, he was communicative about what they were doing and why. We\u2019ve all waited too long for food and we\u2019ve all had orders messed up. That guy empathized with me and did what he could to make me (and Kaplan) satisfied. There\u2019s a problem? Take decisive action. Right now. An empowered employee creates a strong experience \u2013 and demonstrates a company\u2019s overall service orientation.<\/p>\n

\n

\"\"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\u00a0email Ben directly<\/a>!<\/em>
\nphoto credit:\u00a9 chandlervid85 – stock.adobe.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

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. 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