Meet Gabby. She’s my 5 year old Weimaraner and if she’s ever had a bad day I don’t know about it. She’s just that happy. Gabby waits for me to come through the door each night with more kisses and tail wagging than a carnival kissing booth. It’s a heck of a welcome home and one I’ll never grow tired of.
We’re emotional beings and the tone and mood of people around us can change our experience before we know it.
A new restaurant opened in my neighborhood this week and I couldn’t wait to try it out. I knew the place would be packed and the wait would be long. I expected service to be a little slow and maybe even for a less than perfect menu. All of that should be expected on opening night, right?
What killed it for me was the staff. The place was covered with hostesses, servers, and cooks, and every single one of them seemed to be having the worst day of their life. The food was good and the décor was beautiful, but it was so hard to get past the negativity with the staff.
With some customers we get one chance and one chance only. We have to make a good impression and in so many situations, the staff can make or break the experience. Think about your customers’ experience. Do they receive a warm welcome every time they come through the door like I get with Gabby? Or do they show up with good intentions and realistic expectations only to interact with a staff that clearly doesn’t want to be there and doesn’t really care if your customer is there either?
Companies and organizations that don’t put a strong emphasis on an excellent customer experience will have to fight that much harder to retain customers. The best product in the world is tarnished with a bad customer experience.
Watch your staff interact with members today. Hopefully you’re seeing a lot of Gabbys out there. If so, I bet your customers are having a good experience today and they’re already looking forward to coming back.
Britney Summerville is VP of Daxko Impact Services.