Two weeks ago you read about service horror stories. Many of you emailed more instances as well (see below). However, to truly create a service culture, you need to create the service legends within your company. You too can be the "Nordstrom's" of quick-service or fast casual. Here are a few great stories of customer service excellence:
Customer gets parked in the drive-thru as the chicken tenders are "being fried up fresh" (not "we ran out"). Employee brings the order to the car and lets the customer know they brought them a larger-sized drink and fries for the inconvenience. Now that's service!
A large delivery order is placed at a pizza place. The inquisitive employee asks what special event is going on. Caller says it is his son’s 11th birthday. A sticky note reading "Happy 11th Birthday!" is attached to the box and is signed by all the employees. Now that's service!
An elderly woman can't decide which smoothie to order and is holding up the line in a busy smoothie shop in the airport. The manager informs her #1 and #16 are the most popular but #18 is his favorite. She orders #18, tastes it and loves it. The next 8 customers all order #18 without any suggestion.
"Red-truck Ken" pulls up to the drive-thru speaker and gets a warm welcome and "the usual?"
A long-term employee in a college dining hall is named homecoming queen by the students because of the great service she delivers.
An employee makes a mistake on a coffee in the drive-thru and insists the customer doesn't have to pay. The customer gives the money to the employee and tells him to "buy the drink for the car behind me." The process continues for 11 more cars! (I wonder who the cheapskate was in the last car?)
A customer orders a strawberry shake but realizes she forgot her wallet and only has 93 cents in loose change. The quick-thinking employee lets the customer know they are having a special today -- 93-cent milkshakes, tax included! The customer avoids an embarrassment and instantly emails the corporate office. The president forwards the email to everyone in the company and shows up shortly thereafter to work the rest of the shift for the employee!
Want great service? Reward great service. Create the legends, spread the word. When employees see praise and rewards for great service, pretty soon they are trying to one-up the others and become the next service legend. What will the customer say? "Wow! See you tomorrow!"
A few more not-so-great experiences just for laughs:
Drive-thru customer has to park because the order isn't ready. Employee brings out two bags of food. Customer: "Is everything here?" Employee: "I hope so!"
Indecisive customer in line at a burrito shop. Employee: "Please step aside until you make up your mind and let others through who are ready to order." Speed of service? Yes. Lost customer? Yes.
Customer: "I'll have a blended mocha." Barista: "Medium or large?" Customer: "Which is more expensive?" Barista: "Are you serious?"
Customer pulls up to the drive-thru speaker. Employee: "Can I take your order?" She places a simple combo order. Employee: "Can you repeat that? I wasn’t really paying attention."
Customer orders a 6" turkey sub. He wants a bit more protein, so he asks if they would add an extra piece of turkey, because he isn't getting any cheese or all the other accoutrements. Employee: "What, do you want to see me get fired?"
About the Author
TJ Schier is the president of Incentivize Solutions, former President of CHART (Council of Hotel and Restaurant Trainers), a noted industry speaker, and author of books and training videos that you can find at http://www.incentivizesolutions.com/store/index.php. Reach him by email at
