Customer Experience Lessons

I’ve been a subscriber to Derek William’s ezine, The WOW Awards, as well as a great proponent of his whole  concept of “Catching People Doing Things Right,” for quite a while. Loved reading about his recent experience at Wagamama’s restaurant and had to share it with you. (He lives in the UK, in case you’ve not heard of Wagamama’s before – I hadn’t.)

Wagamama – communication lesson # 1
A recent trip to Wagamama’s restaurant produced some interesting experiences. We arrived at about 9.30 pm – after the main rush of people was over. This particular restaurant is always busy and lots of people must have eaten that evening before us. Maybe even hundreds.

Wagamama have a greeter to show guests to their table. And as I approached the desk, I asked the greeter, “How are you today?”

“WOW!” she says. “You are the first person all evening to ask me how I am.”

I could see that she was delighted to be asked and had an extra spring in her step as she showed us to a table and took our drinks order.

Many years ago when I wrote 3 Dimensional Care, I devoted a chapter to Getting an extra slice of the pie. And, guess what? It was all about getting better service in a restaurant. And here it was in real life.

Did we get better service through asking that one little question? Would you give a customer better service if they took an interest in you?

Wagamama – lesson #2
The second interesting experience at Wagamama came when I settled the bill and added a tip to the credit card payment.

My daughter works in a restaurant and relies on her tips. So my wife and I always wonder if the tip we give at a restaurant is going to the person who served us or is it going to the owner of the business.

After the waitress had processed our payment she came back to our table and said, “Thank you so much for the tip. It really is appreciated and I just wanted to let you know that it will be shared between all of us.”

Many of the things that are a worry for your customers have nothing to do with the food. Understand the questions that are never asked and you will win customers for life.

FYI, this article was reproduced with permission from Derek William at The WOW! Awards

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