How Not To Lose A Customer
In my blog post, Life Is Spent Waiting On The Wave, I talked about being in Southern California speaking to a large group about an upcoming event.
While we were in So Cal we agreed on two things: we would get to the beach and we would eat well.
And when I’m in California…I eat well!
I don’t care what it takes, I will find a great place even if I have to drive hours to get there. (Which we did.)
One night in particular, we found an incredible little sushi place a couple of blocks from the ocean.
Since we were still on Tennessee time we got there a few hours early, and there was already a line!
This told us we found the right place.
Let me say, the food was worth the wait. Not only did we have some of the best sushi I’ve ever had, it was also some of the most creative I’ve ever seen.
On top of that the staff was well versed in the menu and suggested some incredible dishes.
Well worth the time of standing in line.
As we left, the line had doubled in size down the sidewalk.
We turned to walk toward the beach when we saw a group of people leave.
They appeared to make it all the way to the front, only to be a little too frustrated with the wait time.
As they walked away, one of the ladies who worked at the restaurant went running after them.
She stopped them and assured them that they could accomodate their group.
I was stunned! And incredibly proud.
Here was a restaurant that obviously was NOT hurting for customers, and this lady ran down the sidewalk to save this one group.
And their reputation as well.
I mean seriously, most places would have looked at their wait line and told that group, “Oh well! Sorry ’bout ya.”
All because she saw the value of the customer that was right in front of her.
Too many times we have team members who don’t understand that each customer adds to the ability for that business to pay the team! Therefore, go out of your way, even if that means running down the street, to get the sale.
I commend that team member, and the leadership who taught her well.
Question: What do you think of a team member who goes to that length to save a customer?