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Friday evenings are for ‘Dine Out’ and that’s been the tradition when we were in the US, a few years ago. We go to some restaurant, eat and relax. One Friday we went to a Chinese restaurant near home, where we have never been before. We received the menu cards and our order goes like this: One Egg drop soup and one chicken fried rice with chicken well done and no bean sprouts (people always customize their orders there and why not me ! :D). Food was really awesome and we loved it. I paid the bill, they asked my name and phone number to register for the membership plan to earn rewards points. All done, we left the restaurant.
A few days later, after a long busy day, lazy to cook and even lazier to drive to the restaurant, I decided to call this same Chinese restaurant to make a ToGo order for the same soup and fried rice! (yummmmmm).
Call picked up…
“Hello, Devi. How are you doing?”
I immediately checked the number I called just to confirm if I accidentally called somebody else ! NO. It’s the restaurant itself!
Though so many questions were flashing in mind, I replied
“Hey, I’m good. How are you today?”
“GOOD”. Replied the restaurant guy and he continued
“What would you like to order this evening? Would you like to have the same egg drop soup and chicken fried rice?”
“YES!”, I said.
“With chicken well done and no bean sprouts?”
“Exactly!”, I replied with great enthusiasm.
“Would you like to add anything more to the order?”
“No, I am good. Thank you”
He then asked if I wanted to pay online/do COD. I opted to pay online, gave the card details and payment done. Then he asked me if I would like to pick up the order at the restaurant or have it delivered home. I chose the second and he informed me that the food will reach in 30 mins and thanked me for placing an order with them.
I was truly overwhelmed after the call. Isn’t this the experience each one of us expect?
Yes, now there are many food delivery apps that ask you these same set of questions online and give you the same experience. However, customers clearly value both their online and offline experiences. Customer experience is an area that needs constant nurturing and care. Companies who give importance to it will surely have a positive impact on customer loyalty and thereby increase revenue.
Feel what your customers feel, know what they wish for, what pains them, what motivates them and what moves their heart to crave your product or service. Work for it, you will surely succeed in what you do.