If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
Jeff Bezos, CEO Amazon.co
The best experience of customer service was at the restaurant, Fogo De Chao, in Atlanta downtown district. It’s my first experience at a Brazilian steak house; actually I never knew what a Brazilian steak house was until that night in Atlanta. My wife and I flew into Atlanta for a vacation to meet up with some of her old college roommate’s that lived in Atlanta. That night they were going to take us downtown for dinner and a show; by the way, the show was excellent, but I’ll get into that story some other time. My wife’s friends took us to "Fogo De Chao" for dinner and there was a wait to get in, but worth it; I’m not a patient man that likes to wait. We were greeted right away by the hostess with a big smile and asked us if we ever been here, when answered no, her smile got bigger "you are in for great experience" she said. As we walked by the salad bar, it was as fresh and green as a spring day in the park. There was always an attendant at the salad bar making sure if we need anything and keeping the salad bar stocked and clean; I never seen that before or since. As the hostess sat us down at our table you can smell the cooked meat in the air. Now this is where it gets interesting. We were handed a menu on what meats were being served, and we were given a small circle and on one side was the color red and on the other was green; at the time I had no idea why I was handed this circle. Our waiter came over and introduced himself to us and explained the whole concept with the red and green circle. Basically you don’t order of the menu but if you see the waiter walk by with a certain type of meat, you have the circle on green and they will slice it for you on your plate. Now before I get too far ahead, the meats consist of tenderloin, filet, pork, chicken, lamb plus other red meats. Now this is where it gets fun, all the meats are on sword’s and when you have the circle on green, the waiters come to your table and slice a couple of slices of meat. Now this doesn’t sound like much, but the waiters don’t stop coming to your table, sometimes you keep your circle on red and just wait for your favorite piece of meat to come by. By the end of your experience, you give in and leave the circle on red. The dinner was incredible, but the service what made the whole night an experience to remember.
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
Mahatma Gandhi
It’s not important to know everything, but know enough to keep someone entertained, not overwhelmed.
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Svend Hammering Jr.
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