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Don’t Just Listen, Use All Your Senses for Better Customer Service

Suzi Shopper: Thoughts on business from a consumer's perspective

As the marketing manager here at ArcherPoint, I am constantly bugging our subject matter experts to blog (the never-ending battle for SEO rages on…). I thought it was about time I put my money where my mouth is. The trouble is, I’m not a Microsoft Dynamics NAV expert, nor am I a manufacturer, distributor or retailer. However, I AM a consumer (and an active one at that), and I’ve also been around the marketing block. I think that combination brings me some insights—and some questions at times—that I believe will help our retail clients become better advocates for their customers, which will ultimately bring more value to their businesses.

While on a business trip last year to lovely Valdosta, Georgia, a couple of work mates and I decided to walk to the local Outback for a bite to eat. I’m more of a Morton’s fan personally, but I don’t think they have a Morton’s in Valdosta – and they definitely didn’t have one within walking distance of our hotel – so off to Outback we went.

We placed our orders (steak all around). I don’t know about you, but I never know how to order my steak – it’s either medium or medium rare – just depends on the restaurant, or more likely who is actually cooking it. Bob likes his medium, so that’s what he ordered.

As we were eating, our waitress, Sally, stopped by to check on us. Get this: Before Bob said a word, she NOTICED that his steak looked quite rare, considering he ordered it medium. Sally not only noticed, but she asked if he would like it to go back to the kitchen. Bob declined, as he’s not picky.

Then, Sally took it upon herself to have another steak prepared to Bob’s liking and boxed it up to go. So, she not only listened, but she also looked and then took action. I was so impressed that I sought out the manager to let him know that Sally went above and beyond to satisfy the customer.

We made sure Sally’s tip was well over the customary 15 percent, and I hope her manager gave her more than a pat on the back for her good work.

What other ways can you encourage your employees to use all their senses to do more than just “listen” to your customers?

Author: Suzanne Scanlan, Marketing Manager at ArcherPoint