It Takes One Employee to Provide an Outstanding Customer Experience

Posted by Tom Smith on Wed, Jan, 22, 2014 @ 10:01 AM

one employee can provide an outstanding customer experience






Do you realize the importance of your customer-facing employees to your business?

Do your employees realize the positive impact they can make on a customer and on your brand?

I've shared in the past how Customer-Facing Employees are Your Brand.

I just had another experience where one employee, taking the time to do their job well, provided me with an outstanding customer experience.

Many years ago when I was introducing my future wife to my parents for the first time, we were having dinner at the Capital City Club in Raleigh.

I was having French Onion soup and choked on a whole bayleaf that was left in the soup.

Thankfully someone at the restaurant performed the Heimlich maneuver on me and helped me, literally, survive an already stressful evening.

Many of you know I eat at Chipotle (#chipotle) everyday for a variety of reasons.

Yesterday, while preparing my burrito bowl, I saw Devonte Knight, working on the front of the line, pick bay leaves out of my brown rice and my black beans.

It may not seem like much to you, or to someone who works at Chipotle and knows to get rid of bay leaves when they seem them, but it meant the world to me.

My burrito bowl tasted better that day -- halo effect.

I suggest to clients all the time to ask their customers how they define an outstanding customer experience because everyone will have a different definition.

I doubt anyone who works at Chipotle would say picking bay leaves out of food before it reaches a customer is "outstanding."

Well it is to someone who choked on one long before Steve Ells every thought about creating Chipotle.

Talk to your customers. Ask them what makes you different and better than your competitors.

Then ask them how they would define an outstanding customer experience or tell you about one they've had recently.

You'll be surprised by what you hear.

Also, if you are so inclined, please share this story with your customer-facing employees so they can see how the "little things" they do can be a big deal for a customer.

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Tags: outstanding customer experience, dialog, employee engagement