I recently visited a highway-side diner with my family. It’s as close to our home as the local chain hamburger restaurant. I always pay more at the diner for my burger and fries, but why do I choose greater cost over a more economic option that comes with toys for the kids.

 

Besides a really great burger, what I’ve come to expect from this diner is customer service that is not only consistent, but consistently excellent. Whenever I go in there I feel welcomed, that they value my business and I’m willing to pay more for it. What surprises me is that besides the welcoming environment and the pleasant manner of the staff is that they always try to down-sell me. Suggesting alternatives to what I order to save me money, and leave us with less left-over food at the end of the meal.

 

The experience I have with this diner can easily be translated into any business model. Fantastic customer service turns into:

 

  • Repeat visits – We all know that new clients are great, but it’s much easier to keep the clients you have, versus going out there and getting new clients.
  • Word of Mouth Advertising – The value speaks for itself. Really, what better form of advertising is there?  When they down-sell me, I am quick to pass that information along to my friends, so at that moment, it may have cost them one order of fries, but they gained an order from a family of four.

 

Remember your client, try to go the extra length to save them money, go above their expectations, and leave them with the feeling that their business is valued.

 

When I think about customer service, I am reminded of this quote by Maya Angelou:

 

“I’ve learned that people will forget what you said, people will forget what you did,

but people will never forget how you made them feel.”