Recently my wife picked up dinner for 4 on the way home from work. We had ordered online from Swiss Chalet (Canadian Rotisserie chicken franchise). Swiss Chalet is known for their dipping sauce, which is included with every signature meal.

When she arrived home, we discovered that the “special sauce” was not included in the order.

I called the order desk to report this lapse and the conversation went something like this.

Here is your Daily Dose of Amazing Service:

See things from your customer’s view

And here are some additional thoughts on this topic…

Every Saturday a bunch of us have breakfast at a local restaurant. We always ask for separate checks. This makes it easier when we pay. And, unless we have our regular server, we always get the same response. They total the checks separately but they’re still printed on the same piece of paper.

Here is your Daily Dose of Amazing Service:

Match your actions and attitude

And here are some additional thoughts on this topic…

This can be difficult to correct because people who do it rarely realize it without frequent and direct feedback. It happens when an employee does almost everything right. They are friendly, polite and attentive. Everything seems fine and then wham! Instead of stopping at your table, handing you your food and interacting with you, they rush by, barely slow down and almost throw your food at you. Or they swing by your table to fill a drink or remove empty dishes and they never stop, never talk, never even make eye contact.

Their actions are

Here is your Daily Dose of Amazing Service:

Put yourself in their shoes

And here are some additional thoughts on this topic…

Think about when you’re the customer. How do you feel and what do you want from people you buy from? What are the top three things you want from them? Most people want similar things like courtesy, helpful information, solutions (rather than dead-ends), a friendly smile, fair value and quick service.

“As far as customers are concerned, you are the company.”

-Ron Zemke
Author of Managing Knock Your Socks Off Service