Our train of thought is if we continually highlight the negatives, they are subliminally reinforced.
Hopefully the same holds true for the positives!
We were having a good day which culminated in plans for an enjoyable evening out on the town. As conversation ran longer than we expected, we had inadvertently socialized our way past the kitchen closure time. Chef's were on their cleanup duties and the venue was on its way to being converted to a lounge atmosphere.
Unknowingly we requested to order our food now and immediately the response was taken. We ordered our entree's as well as our main courses, ordered our beverages and even capped off the expereince with deserts, all with the usual, normal expected timelines. At the end of the evening the bill came and we were treated respectfully right through the door. As we were leaving we saw the huge sign that stated "kitchen closed at 8". Turning to our waitress, we mentioned the fact we didn't even order until well past 9:00.
"yes i know, but you looked like you were having such a great experience, we didn't want to interrupt it", "i let the chefs know there was a group of 5 left and they would probably be ordering a little later. i gambled at the dishes you would order and within 2 plates, it turned out spot on, so they were able to clean up while still being prepared'. 'they were more than willing in this insteance".
We thought to ourselves, 'wow, thats above and beyond' and as we drove home we talked about the fact that one instance of GREAT work would set the backdrop for repeat business and referrals. Really! In a era where the customer is almost perceived as an inconvenience, this exception to the rule stood out louder, brighter and higher than any negative experience we had encountered to date.
we thought it only appropriate to share that example and ask : what did you do to go above and beyond today. write us back and let us know.
© 2007, Hire Me Book.
www.HireMeBook.com
a great example of above and beyond
posted by Hire Me Book - E-Hire Me on Thursday, April 19, 2007