Why being in the dark isn’t always a bad thing

Posted by on Jul 14, 2016 in case studies, customer service | No Comments

How to make your customer service eye opening

Holidaying in Montreal. Lots of jazz and lots of practice at seeing how much butter and brie I could get on a baguette. (Answer: lots). And two of the best customer service experiences I’ve ever had.

We were out for dinner. During this, I sent sweet potato chips ricocheting off my plate, splashed my husband in lobster sauce and had trouble loading a forkful of food.

Our waitress remained calm and attentive, making sure we were comfortable. She also assured me at the serving of each course that there was no kiwi, fennel or liquorice (I’m allergic). After our delicious meal my husband asked for a black coffee. “Well, yes, it’s going to be black” she laughed.

Everything had been, for we were having dinner in pitch darkness and our waitress was blind.

Throughout, her manner helped keep us calm in an environment that was alien to us. She had great systems: guiding us into the dark space, introducing our hands to the back of our chairs and handing us a glass of wine at our left shoulder.

The following day we shopped in a department store known for its excellent customer service. We spent quite some time in this shop and because it was new to us we asked staff a lot of questions about where stuff was. Yes, they were friendly, yes they were knowledgeable and courteous and yes, they were all immaculately dressed.

But the clincher? At the cash desk, the assistant walked round from behind the counter and handed our bags to us. That alone was a bit of class and made us feel like a bit of class, even although socks and shirts were in the bag and not Tiffany lamps.

What systems do you have in place that make your customers feel like this? How are you supporting them through an experience they’re doing for the very first time? How do you make an experience they’ve done hundreds of times feel extra special?





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