My kids and I recently stopped at a franchise drive through restaurant for some quick grup before going on a long road trip. As we were looking for a place my daughter sees a popular BBQ joint and says Dad, that is about the only thing available. So I said let’s do it. The problem with this meal with my 6 year old in the back seat and me driving was going to be the sides that came with the entrees. I was afraid they would be messy and cumbersome to eat as we drove, so I made a quick decision to ask for the least expensive way to just get MEAT; all of the protein and none of the sides. The lady on the speaker said that there was not an easy way to order only meat, so we would have to order full meals and just skip the sides. That meant paying for it all but only getting the meat, so I said that is what we will have to do.
As we rolled up to the window and she began to hand me our food, she said “Sir, I decided to not charge you for your drinks, and knock 10% off your meal since you were not getting the sides. I hope that is ok?
” WOW, you talk about making me want to come back to this particular business and be a “loyal” customer!!! I said, “Absolutely!!!! AND, THANK YOU FOR YOUR THOUGHTFULLNESS!!”
I was so impressed to see an employee of a business take the initiative to make a customer not only a good deal, but happy and want to return!! This is something we all need to empower our employees to do! MAKE, FOR THE GOOD OF THE BUSINESS AND CUSTOMER DECISIONS, THAT CREATES HAPPY LOYAL CUSTOMERS….in lieu of just clocking in and clocking out! There is power in having a team that takes OWNERSHIP of their job, position, and business!
What are you doing to create this environment with your staff / team??