Good customer service is so hard to find that I have to brag on it when I do! Enjoy!

I have a favorite burger chain that I visit somewhat frequently. I order the same thing at about the same time of day. The bartender knows me and I know her.  When I call in my order, she announces, “This is Molly. What can I get for you?”  “Hi Miss Molly, How are you this week?” She continues, “I’m doing great. Do you want the usual Miss Leslie?”  “Yes, Molly, please”. “OK. See you in a few”. My order is always coming off the grill when I arrive…cooked the way I want it.

Now, Molly and I have developed a relationship over time. She knows when I’m out of town and I know when she’s AWOL (my order isn’t perfect). We chat when I arrive early. Over the course of conversation we discovered that we’re both Pepsi drinkers…the establishment serves Coke. Oh well.

One day, I came in. She pulled down a glass and poured a Pepsi. I laughed and asked “What’s up? Did you guys convert back to Pepsi?”  She laughed and said, “No. We had a meeting the other day about customer service and keeping our good clients. Several of us have special, repeat clients, each with different preferences. So the manager set up a small fund. We’re each allowed to do something for these clients on an ad-hoc basis. So I bought a Pepsi.” Wow! I was surprised and impressed.

The manager created the opportunity for his people to act and expected they would use their best judgment and common sense. What would it do for your organization if you trusted your people enough to act in the company’s best interest? When we trust our team, they will rise to meet our expectations.

I’ll admit I can buy a cheaper burger somewhere else. But I go back because of the service Molly delivers.