Great Service Can Bring a Customer Back

As I write this, I am sitting in my local KFC. I haven’t been here for at least a year. The service in the past was not good. Today I thought I would give them another chance and maybe get a blog post about it. I was right and in a positive way.

Here is a little background on my past experiences over the last 10 years or so. I’ve come to the drive thru on a Saturday night and it was coned off. This happened 3 times in one year. Sometimes you go through the drive thru because you want to grab food for the family but stay in sweats and a ponytail. Having to go in when you look like really shabby isn’t my ideal.

Another time, I ordered something from the drive thru and was told to pull around we will bring it around. They forgot. I was right in the first spot and finally went in after 15 minutes. I did get a free cake, but really they forgot me?

Ok last one, this is supposed to be a positive post. It was a busy night, they were clearly understaffed. (That’s why the drive was closed those other times.) The manager walked behind the counter in street clothes, takes money out of the register and leaves. I’m sure I don’t know the whole story, but perception is a big part of service. He could have helped them and the money out of the register?

Now back to tonight’s visit. The young lady that greeted me was super friendly. I knew this was going to be a good visit. They discontinued something I like but she was really sweet about it. She hit all my points: smile, eye contact, friendly, nice greeting, good cash handling, acknowledledged customers when she couldn’t get right to them, and offered extras when handing me my food.

As I sit and eat and write, another young lady takes over the register she is good too, she just misses the greeting and gets straight to “will you be dining in.” She still gets an A.

The food was good and the service was on point. I will be back. Had it not been, I would probably wait another year to come back.

Way to go ladies you changed the mind of a former disappointed customer. I won’t be sharing my bad service stories anymore. I will talk about the nice ladies and the turn around in customer service. That’s how it’s done.

It Starts with a Smile – Customer Service Basics – Step 1

All good customer service starts with a smile. A smile relaxes people. It also lets customers know you are there to help. It will make your job a lot easier too.

A smile puts you and your customer in a better frame of mind. Have you ever come to work not feeling well, frustrated with your job, tired, or worse, hungover? If you project those feelings to your customers, you just made your rough day 100 times harder.

Imagine the last time you went to buy lunch and the person behind the counter just didn’t seem to care. What happened? Did you instantly start thinking, “this isn’t going to go well, they obviously don’t want to be here.” Most likely because of the way they appeared, you might have been critical of their service before they even started. Did they get your order right? Did they do it as fast as you would have liked?  Do you want your customer starting off critical of you? Nope!

Now think of the time you were greeted with a warm genuine smile. I’m sure you felt much more comfortable. So make your life easier, as a person is walking up to you or before you pick up the phone, relax and smile. Yes, a smile can be felt across the phone, it comes across to the customer in the tone of your voice. Not really into it that day, well I am going to use the old cliché “fake ‘till you make it.”  Try it and let me know in the comments how much easier things go.