Today I had lunch at the Boston Pizza in Drumheller, Alberta. If you’ve read my blast about the Boston Pizza in Courtenay, British Columbia in August, you know how unhappy I was with the customer experience there.
As I walked to the front door I saw this sign and I groaned. “Really?” I thought, “… we’ll see”.
Obviously this reaction indicates that I am a customer experience specialist who is a bit jaded — particularly when it comes to campaigns created at the corporate level. The reason is that so many corporate leaders have no idea what is going on in the field. They create policies, processes, strategies and profit-enhancing decisions without understanding how it impacts the customer experience and the employees who deliver it. After all, every decision made from the Board Room, to the front-line, to the back-room and everywhere in between either positively or negatively impacts the customer experience.
From the moment I walked through the door I realized how wrong I was — this time 🙂
A woman greeted us with a great big smile — not one of those forced smiles that those in service jobs often display. When I joined my husband after a quick pitstop, this woman — our server — was waiting at our table with a great big hospitable smile. A short while later she came back to ask what we’d like to drink and to explain the specials with gusto. Today’s soup was chicken gumbo — I never remember what the specials are after I’ve left a restaurant — but I did today!
When she brought my tea and our water she realized she’d forgotten my husband’s coffee. However, she made a little joke about keeping me happy and went to get his coffee. We placed our orders and then she popped back and asked if my salad was a lunch size, which it was. She agreed it was a good choice because the salads are huge.
Throughout our dining experience the hospitality that our server exuded was exceptional. She seemed genuinely happy to serve us. She genuinely took care of us. Her smiles were genuine.
I, of course, was watching her like a hawk. I wondered if she would be like this with others too — or did she just take a liking to us? Well, I was happy to see that the next guests were treated like family too. She was helpful and patient as they decided what to order. She made recommendations after asking what they liked and what they didn’t. She also started a conversation with them, asking if they were visiting, where they were visiting from and what they were going to see while there. In other words — she is the poster child for what hospitality is.
I decided to ask her if I could take her photo and I explained that I was going to write a blog post about our experience. I told her about the experience in Courtenay and I told her I wanted to share what great service was all about. She asked me where this was going to be, so I gave her my URL. I joked about my makeshift purse and she joked right back with me. I felt like we’d have become great friends if I lived in Drumheller!
As we were leaving, I took the photo of the poster above and just as we were about to get in the car, she came out of the restaurant and asked us if I could share my post with www.bostonpizza.com. I said “for sure” and I’ll post on the Facebook Page too.
So here is recognition for a job well done, Cheryl S. Keep on smiling and keep on sharing your great hospitality to those who come for a meal.
What lessons do you take from this experience?
Share your thoughts below in the comments …
Carol Wain is a leadership consultant, trainer, mentor, speaker, best-selling author and Entrepreneur of the Year 2003. She is the founder of Marquee Incentives, Marquee Marketing, Marquee Experiences, Marquee Events and Carol Wain International, which provide consulting, training and related products and services that transform businesses.
Using Carol’s F.O.R.C.E. Formula™, leaders and managers learn how to attract and retain the employees and customers they want, increase sales, reduce expenses and use their strength to make positive changes in the lives of others.