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.

A 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