It’s the little things ~ v2
It’s the little things you do that can make a big difference. What are you attempting to accomplish? What little thing can you do today that will make you more effective? You are probably only one step away from greatness. ~ Bob Proctor
This week’s version focuses on customer service at two local eateries. One, a national chain, the other a mom & pop shop.As the old adage goes: the devil‚Äôs in the details‚Ä¶ how much are you paying attention to the details that matter to your customers?
There is a Timothy’s location in my neighbourhood which is closer than the local Starbucks (my coffee brand of choice) so occasionally, if I’m in a rush or the weather isn’t cooperating, I’ll head over there. I’m by no means one of their loyal customers, but I still am one. Unfortunately the service just seems to get worse and worse each time I stop in. Buying a cup of coffee and a pound of beans should not take 15 mins and require repeating ones self 5 times to each of the two people behind the counter. And yes, I was the only person in line. (That example was only the most egregious one out of many).
The employees at this Timothy’s just don’t care about their jobs and it shows. I’ve never seen a manager or supervisor working the floor; the coffee beans displayed have been expired for a year; the employees don’t appear to know how to work the cash register; and on and on.
That is a training issue and a motivation issue, the product itself is fine. It can be fixed if management is motivated themselves to do so. Until that time my visits to Timothy’s will cease – the walk a few blocks further will do me good. Paying attention to things like how long it takes to complete an order and donating expired product vs. offering it for sale really do make a difference.
This experience is contrasted with House of Cheung a restaurant in Toronto. We found this restaurant when Kevin was looking for solid reviews online for Chinese food delivery (we moved from Chinatown area and the restaurants we used to frequent don’t deliver) and after fruitless searching with all the “review” sites came across a post on a message board [how old skool!] that sealed the deal. We ordered and the food was fantastic. A month went by and we placed an order again. Lo and behold the same gent who delivered the food the last time was the one who answered the phone and remembered Kevin and where we lived exactly. The least painful food order in history.
That kind of attention to detail comes from a deep regard for your customers and the product you are providing. Not all employees will have the same commitment as a restaurant owner, but if they feel empowered, respected and part of a team it will resonate back to the customers they are interacting with.
Needless to say House of Cheung is our Chinese food restaurant of choice from here on out.
[photo credit: +lyn on Flickr]