Whatever You Want
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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