Customer Service Super Star – Case History #2

I am an early riser and often have breakfast meetings with suppliers, direct reports, and sales staff, starting at 6:30 in the morning. In my town, good food at that time of the morning leaves you with just a few options, so the local White Spot is my location of choice. I am also a creature of habit and like to sit at the same table, (which means I also get one of the same two servers most mornings) order the same food, and have the same condiments; with one of my all time favorites being Tabasco™ sauce. This has in fact been going on for years and I have gotten to know the two wonderful waitresses rather well.

One morning I get a Tabasco™ bottle that only has about three or four drops left in it and I end up getting into a big conversation with my server, Barb about how I just love the stuff; but if truth be told, I love the new Chipotle Tabasco™ sauce even more than the original.

Barb-1A week later I am at my table with someone and Barb is my server, I order my regular egg dish and coffee and off she goes to get things in motion. A few minutes later my eggs are getting set down before me and then… Barb puts down a brand new bottle of Chipotle Tabasco™ down in front of me says “enjoy” and goes off to another table. I was thrilled and my respect for Barb skyrocketed. At the end of my meeting I found the White Spot manager and proceeded to tell her how impressed I was that Barb had arranged to bring in Chipotle Tabasco™ sauce for me as it was my favorite and how much I appreciated both her and the extra service.

Well, the manager was very happy to take my compliments but not at all sure what I was talking about, as they in fact do not stock Chipotle Tabasco™ sauce and had no plans of doing so. I quickly sought out Barb to find out the facts. I was awestruck to discover that she had gone out on her own time, with her own money and bought the sauce specifically for me. Further, she was in fact storing the Chipotle Tabasco™ in her locker to make sure that it did not disappear and that it saved just for me. I do not even know where to place this extraordinary level of customer service. To me, my local White Spot Restaurant is now five-star dining and I hope to contend for the title of “worlds greatest raving fan 2013.”

If you’ve read my article How To Build A Customer Service Super Star In Two Seconds, this is what my teacher was trying to impart to me all those years ago, what Barb does for me twice a week, every week is a perfect example! In conclusion, be like Barb; humble in charter, dedicated, engaged, and the world’s best at what she does. To me she is a living example of what exceptional customer service has the potential to be.

Check out the post How To Build A Customer Service Super Star In Two Seconds to learn how to deliver customer service like this!

Thanks for reading,

Gerry L. Wiebe, Founder | President

Three Business Lessons From The Drag Strip

I learned the following at our “Guys Night at the Drags.”

The cars were all in top form and as I sat enjoying the racing action I found myself reflecting on the similarities between the business world and the sport of drag racing.

Some key business lessons to be learned from the sport:

  • 1. Be early
  • 2. Think strategically
  • 3. Consistency will always beat a one time wonder

Lets put a little detail into each of these three ideas:

  • 1. Be early or miss the good seats at the show.
    • If you arrive late to the race, chances are you will be struggling amongst the crowd to get a good view of the action.
    • So often in business we have a great idea and spend so much time perfecting it, that by the time we get to market we aren’t alone. We are in fact late to the event and the best options for your opportunity have passed you by.
    • The business lesson – manage your time wisely to achieve your ideas while seizing your best opportunities.
  • 2. Think strategically about how to position yourself.
    • If you show up at the races at just the right time, you get top pick of the good seating. For optimal viewing start on one side, where the glistening morning sun is warming your back; then midday, change over to the other side, keeping your back towards the warmer afternoon sunlight. This way you get a prime view all day, with just the right level of light to see, but not so much as to distract or blind you.
    • The business lesson – seeing what is ahead of you and then acting accordingly is what strategy is all about. You act based on your understanding of the lay of the land and how you interpret it. Knowing where you are and more importantly when to move, as well as whyto move, is what good strategy is all about. This is applicable whether you are cheering from the bleachers, racing the car, and really any aspect of life and business.
  • 3. Consistency will always beat a hard charger with no depth.
    • Over and over I witnessed how a car would over perform and its is driven to run hard, beat the clock and lose;
    • During the bracket racing, the slightly slower but significantly more consistent car would win time and time again. The inconsistent cars were quickly eliminated and those who were both fast and dependable ruled the day.
    • In racing and in business it’s not just about being fast, it is also about being dependable and repeatable.
    • The business lesson – dependability matters and it is your responsibility in business and in life, to be both responsible and dependable. After all, just like racing, no one wants to back or engage with a one time wonder, we all want repeatable and dependable partners in all aspects of out life and business.

Overall it was a great day and a company outing I hope to repeat next year, maybe even annually.

Was the day fun? 100% yes!

Did we learn important lessons to take home and apply Monday morning? Also 100% yes.

See you track side.

Gerry L. Wiebe Founder | President