Whatever You Want
February 15th, 2010 Posted in Newsletter
A 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 since I’m allergic to them. 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 from speaking at the 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. 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 about you that reach a lot of people).
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 on our blog by clicking here.
-Jon
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10 Responses to “Whatever You Want”
By Grace on Feb 15, 2010
Panera Bread story…My husband and I went to the movies tonight to see IT’S COMPLICATED, in the movie Meryl Streep makes chocolate crossiants for Steve Martin. So when we came out of the movies… we each had our own cars, I ran over to your restaurant to buy 2 chocolate crossiants. There were none. So I asked the person behind the counter if I could by the stuff to make them. She went and got Tiffany, short spikey hair. I told her that we had just been to see the movie and told her about the chocolate crossiant scene and the reason I wanted to buy the crossiant and chocolate to make us the “It’s Complicated Crossiant” She first thought out load, does it have eggs, can I sell it to you… she did all her due dillagance as a company gal, I was impressed. In the end she sold me the contents and I have them rising to put in the oven. That is the kind of employee that makes a company rise to the top! You may want to have a special IT’S COMPLICATED CHOCOLATE CROSSIANT… it will be the rage,
everyone is talking about it. Thanks to Tiffany
By tina marie winders on Feb 15, 2010
I wanted to share a small story about a young man in business trying to make it in this economy. It is no wonder that he is still open and most of his customers young and old really like him.
There was an occasion of many that I have walked in unseen and watched this young man who is very quiet and subtle help his customers in his music store.
The young boy asked Tony(the owner) to look at his guitar because it was not playing properly.
He looked and told the boy that he needed new strings. The young man did not have enough money, so tony bought the strings for him and restrung the entire guitar and tuned it free. No questions asked. The child was elated. Jumped up and down and ran to his mother to tell her.
They are now students for guitar lesson at his store.
On another occasion someone walked in the store needing work on their guitar neck and Tony did it free with no charge. A heart of a true artist works at this store in Gulf Breeze. I am sure there are more occasions with this happening often but these are the ones I have seen and heard about.
He just keeps giving and says nothing about it.
I will surely send everyone to this young mans store.
By Bob Mc. on Feb 15, 2010
Jon - Great point. The even better part of the story, is that they didn’t just say, “Whatever you want”. They backed it up. The practice was effective for me years ago, and is still effective today. People usually have a good reason for such requests, and meeting customers needs are why all companies are in business.
By Drew Meyer on Feb 15, 2010
Dear Jon,
Several months ago my wife and I were picking
up a perscription at our local CVS.
When we ready to pay I asked if we could use
our CVS card. The female pharmicist told
us she had found an even deeper discount and
had placed it into the system for us.
She also noticed we were purchasing some
candy. With a big smile she informed us
there were some real bargains on Christmas
candy at the front of the store.
The lady was very friendly and went beyond
the call of duty to give us superior customer
service.
It was a “WOW” experience.
Warm Regards,
Drew Meyer
By michael on Feb 15, 2010
It is always about the customer and how we can please them! The main thing I have had to learn is to be a good listener! Don’t offer something right away listen to the difficulty and then you can give the customer what she diserves to make up for whatever she felt that she did not get! In our gym almost a 100% of the time the customer is right! Without the customer we would not be in business! Michael
By Pricilla Ebling on Feb 15, 2010
This is a “the worse they can say is no or if you don’t ask you don’t get” story.
I’m a corporate trainer in this tough economy. I run a program where I ask subject matter experts to help others in our organization learn about their departments. I’ve had several assist me over a 2 year period and many times was only able to give them a simple thank you card for their assistance.
In October/November, I wanted to thank our volunteer presenters again for sharing their time educating their co-workers. I knew if I asked my management for money that they’d have to say no since their wasn’t any money to give.
I decided to contact a chain restraurant for a donation. This restraurant already gives a free apetizer to their members for their birthday. I figured if they’re able to do this for their members, why wouldn’t they consider a donation for my 40 volunteer presenters.
After my initial e-mail, I was contacted by the store manager and we met to discuss my program. By the end of the meeting, he handed me 40 $25 gift certificates for each of my presenters plus 150 discount cards for all of the attendees.
What an amazing gift of generosity! Again,if you don’t ask then you don’t get AND most of all the worse they can say is “NO”. In Jon’s words - Take the leap of faith!
Thanks for all you do Jon. You truely are an inspiration!
Pricilla
By Linnae on Feb 15, 2010
Shortly after my husband passed away, when I was newly overwhelmed by trying to manage every day to day situation, I was faced with trying to get repairs on my husband’s car completed. It was quite impossible to drop off a car and get to work independently. When I had explained this to the auto repair manager, he nicely offered to pick up my vehicle from work and transport it by flatbed truck back to their place of business and return it to me the same way, the same day. I was very thankful for this service and I try to make it a practice to show my gratitude to whomever graciously extends it.
By Wilson on Feb 15, 2010
I live in Montevideo. For those who do not know, is a small country in South America between two large as Argentina and Brazil.
The point is that we bought a water heater, the kind that used to shower two years ago when we realized one morning that he had a small leakage. Bad luck, we thought with my wife and call the service. The first idea that comes up was that we might to change it. I asked my wife to record the warranty bill and of course, we did not find it or no longer had it anymore.
The service will be scheduled and the first surprise was that they arrived at the appointed time. The second surprise was when one of them said that unfortunately it was the tank with a leakage. With a little afraid I asked how much it would cost to change it. Wait a minute, sir; we must look at the Number of the manufacturing series. The third surprise was when he said that it belonged to a batch that had already failed and will switch at no cost.
We do not have the guarantee ticket answered. Do not worry, the serial No. is enough.
Hey, get me a new tank of the truck. They changed it and said, “We are very sorry and apologize for this inconvenience” Have a nice day.
After that, what do you think will be my recommendation, if you need to buy a water heater?
By Heidi McCarthy on Feb 19, 2010
I recently purchased a sweatshirt for my husband at Laxwear.com. I wanted it personalized “Coach McCarthy” in small letters over their lacrosse player emblem. When I received it I knew that the personalization was too big for him. He is an awesome coach but very humble. Sure enough, he agreed, and I knew he wouldn’t wear it. Despite his protests I emailed Laxwear and expressed my disappointment in the lettering. Someone else might have liked it but it really wasn’t what I had pictured. Much to my surprised they sent another one without the personalization free of charge. That does not happen very often!!! They were so nice about it too. We love their products and will continue to order from them in the future!!!