Whatever You Want
November 17th, 2008 Posted in Leadership, NewsletterA few years ago I ate lunch at Aqua Grill, a restaurant near my house. While there I met the owner, Cary Hart, and told him I had food allergies. I asked him if he could customize a dish for me without eggs. He said, “Whatever you want Jon. Whatever you want.” I told him I loved hearing that and he said, “That’s my philosophy. I just walk around the restaurant telling customers, Whatever you want. Whatever you want. Whatever you want. You don’t want to pay. That’s fine. Whatever you want.” 
We had a good laugh but Cary’s customer service was no laughing matter. I go there all the time and have bought hundreds of meals because I know when I go there I’ll get what I want. It’s no wonder that Aqua Grill has been open for 20 years while every week it seems another restaurant in my area has opened and closed.
I found the same service at Pappasito’s in the Houston airport while coming home this past Thursday from speaking at Texas Children’s Hospital. I was starving but not too hungry to walk to the other side of the airport to go to Pappasito’s. Javier is the manager there and when I asked him if I could get the Fish Tacos grilled instead of battered with egg he said, “It will take a little longer but if you have the time I’d be glad to do it.” Code words for “Whatever you want.” Javier and Pappasito’s believe in satisfying their customers and that’s why I eat there every time I’m in the Houston airport, which is often.
Success is simple, really. Give customers what they want and they’ll come back. You don’t have to give away the house. In fact Aqua Grill and Pappasito’s cost a little more than their nearby competition but they are busier and more successful.
Great service and getting things “your way” is something a lot of people, including me, will pay for in any economy. If you provide great service and make it the goal of everyone in your organization to satisfy your customers they will keep coming back and invite their friends and colleagues (who knows, they may even write newsletters and stories about you). Your job is to serve your customers and give them what they want. If you don’t, someone else will.
Do you have a great customer service story? Share it by clicking here.
Stay Positive!
-Jon
LISTEN to this weeks Positive Moment audio tip: Create a Positive Culture
Tags: customer service, jon gordon
11 Responses to “Whatever You Want”
By Malinda on Nov 17, 2008
love the Positive Momemt, Thank you Jon
By Karin Edstrom on Nov 17, 2008
This brings to mind the theme song of the tv show “cheers.” It mentions a place where everybody knows your name. I once did business with a video rental store where all of the clerks worked diligently to learn the patron’s names. When I walked in that store I was greeted by name! Yes, of course, I returned time after time –and too, sent my friends.
As a minister’s wife I quickly learned how much it means to people to hear their name when greeted. Past experience of attending a church where no one seemed to care who I was or that I was there — I didn’t stay long — showed me how much the personal touch means.
By Gob on Nov 17, 2008
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By Wayne Stringer on Nov 17, 2008
As an electrical components manufacturer and distributor we often have customers call in that have had a system break down in their plant, and they may have some old equipment, we can normally always offer a part or an alternative part or a solution.
On one occasion I rang around a number of our distributors chasing an obsolete item and eventually found the part which was some miles from the end customer, we ended up putting the part on a motor cycle courier and getting the part to the customer same day, the customer had got a break down at a local sewerage plant.
On this occasion we broke even on the part and the customer paid the courier.
It was a lot of work for very little profit, however the customer was very happy and I can imagine so were the local residents.
The knock on effect is that the customer would tell his other suppliers how we helped him out and how happy he was with the service.
Wayne Stringer
Internal sales Coordinator
Phoenix Contact UK
By ymc on Nov 17, 2008
I can’t agree more on the power of great customer service. We have so many choices for almost everything we need and want–so even when the economy is bad, I feel less risky and would opt to go with whom I know I can trust to deliver what I want and expect the first time–peace of mind and a positive experience. If the customer service is bad and your product IS the service, well…maybe time to change business–I can think of one major nationwide printing service I’d like to make that recommendation to…
By Cecilia Rowe on Nov 18, 2008
Jon, I have a great customer service story that happened two days ago:
I was having a school party (65 parents and children from one of my son’s classes) and had planned an inside craft activity for the children on the offchance that it would be too cold to play on the playground at the clubhouse I had rented for the party. I had shopped at one of my favorite stores for educational things -Lakeshore Learning - here in Atlanta, and in chatting with the clerk as she rang me up, she forgot to hand me both bags as I exited.
Ok, so fast forward to five minutes before party time and I realize I don’t have all the craft items, and not near enough for all the children coming. I called Lakeshore and told the friendly manager Erica my dilemma, and she quickly found my missing bag, and offered to have an employee who was getting off work shortly anyway to drive the bag TO ME about 10 minutes away. I was blown away. So, about 15 minutes later, here comes this smiling Lakeshore employee, with my bag in tow, that not only did the manager put COUPONS in the bag for my next trip in, SHE WROTE ME A “I’M SO SORRY THIS HAPPENED” NOTE!! I couldn’t believe it.
My husband and I own a restaurant and we also have a family business, and I have been telling this story over and over to our employees. What a WOW factor that great manager had! And don’t think they don’t have a customer for life!
All the best,
Cecilia Rowe
By Stephanie Menzies on Nov 18, 2008
Someone shared a personal story about how the City of san Jose provides the ability for a participant to take a loan out against the savings in their deferred 457 account (similiar to a 401k but for gov’t).
I mentioned, “I know about that because I wrote the proposal to the City asking them to offer this on behalf of City employees.”
The lady was so excited to know it was me and then remembered how instrumental I was in pushing and lobbying administration and union leaders for consideration and a move to adopt.
Well, these are tough times and the mechanism is in place which allows people to benefit from something that was my insight. It is customer service that Human Resources can offer this as part of its platform of services.
But how could I have made my work more visible so that people could have known it was I that wrote the proposal and lobbied to create this new service.?
By DeEtta Laino on Nov 18, 2008
I design spiritual tee shirts and have received many customers telling me they love my shirts and how empowered they feel. I post them on my website so other people can
read their comments. One of my favorite comments is from Louise Hay…I believe in
paying forward and also believe in the good in people and how we can all have a purpose in life…and how our purpose can affect people…believe and anything is possible!
Peace~Be Well
DeEtta Laino
http://www.believejustbelieve.com
By Wally Bock on Nov 19, 2008
Congratulations! This post was selected as one of the five best business blog posts of the week in my Three Star Leadership Midweek Review of the Business Blogs.
http://blog.threestarleadership.com/2008/11/19/111908-a-midweek-look-at-the-business-blogs.aspx
I commented: Great service is not rocket science. It’s really pretty simple, as Jon Gordon illustrates.
Wally Bock
By Marsha Keeffer on Nov 20, 2008
This is a key component for any business - the will to delight customers and go ‘off menu’ when asked. Great post, Jon. It’s a wonderful reminder that customers love and respond to getting more than they ever thought possible.