Author comments: This was a case of episodic excellence: one good server in a string of not-so-good ones, which is bad news for the business. It suggests the overall model’s broken. A great employee is also unlikely to stick around in an environment where her talent and instincts aren’t valued. Reward her publicly and make her the role model for a service turnaround — or watch the business continue to decline.
Name of organization: Passion For Wow, Inc.
Industry: Personal care (including fitness, salon)
Briefly describe the context and reason for the service interaction: The interation was between us and a waitress.
Which parts of the service experience were excellent: The attention to detail; the attentiveness to our needs; the eye contact; the smile; making us feel we were an important customer. She was also fantastic at not interrupting us while we were having a conversation. She would seem to appear at just the right time to ask if we needed anything.
Side note: the next time we visited, which was several weeks later, she remembered our name.
How did you feel at the end of the interaction: I wanted to hire her for my company. However, I have not seen her in the establishement since our last visit. But if I do I will inquire!
What did you do after the experience:
Increased use of service
Was the expectation of good service among the top three reasons you chose to interact with this organization: No
How did the price of the product/service compare to its competitors: About the same
What service advice do you have for this organization: This was less about the organization and more about the act of a service-oriented individual. The service has not been nearly as great with other servers, and as a result we do not visit the establishment nearly as much as we would otherwise. This clearly was an individual who cared about people and their needs and not a result of the training provided by the establishment. Pay more and reduce your costs. Make sure this type of individual stays with your organization even if you have to pay them more than you pay others. The repeat customers you get as a result will more than pay for your cost!
What service advice do you have for other organizations: Find your service super stars and use life theme models to try and select the right people to interact with your customers. Hire for attitude and train for skills.