Spicing Up Service

Holiday turkey is not the same without dressing!  And, no chef, cook or wanna-be would make dressing without sage.  It is a spice used for few other dishes than dressing.  Even if it takes yet another trip to the crowded grocery store, it is a must to ensure culinary perfection.

Service is not prepared and delivered to the table of customers without the right spice.  And, just like turkey dressing without sage, if you skip the service spice, customers receive a bland, lackluster experience.  Service spices are the little extras.  It is the doorman with an umbrella, the deli with tasty samples, and the checkout clerk with a smile and compliment.  It is the reception area that gives customers the remote control, the car repair that washes your car and the restaurant that remembers your favorite drink.

Service spices work when they are understated and subtle—like sage in the turkey dressing.  They delight when they are unexpected and personalized.  They create a great memory when they are creative and unique.  Innovation is the wellspring of organizational growth today since producing  more, faster, better or cheaper is only a table stake in today’s “me too” economy.  What can you do to distinctively spice up your service?  So, what if you used oregano instead of sage?!!

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Delight, Customer Devotion, Customer Experience, Great Service is ..., Service Innovation, Take Their Breath Away and tagged , , . Bookmark the permalink.

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