Going The Extra Step Earns Customer Loyalty

Via Amazon’s Editorial Review: In October 1985, at age 27, Danny Meyer, with a good idea and scant experience, opened what would become one of New York City’s most revered restaurants-Union Square Cafe. Little more than twenty years later, Danny is the CEO of one of the world’s most dynamic restaurant organizations, which includes 11 unique dining establishments, each at the top of its game. How has he done it?

How has he consistently beaten the odds and set the competitive bar in one of the toughest trades around?

Back in October, I remember reading an article in USA Today written by Jerry Shriver. In it, he did a Q & A with Danny Meyer, which I’m sure you can find in the USA Today archives, if you’re interested.

The part of that article that I want to focus on today is the excerpts from Meyer’s book, Setting The Table: The Transforming Power of Hospitality in Business.

Meyer say’s, in the interview, that his 9 restaurant empire is beset daily by problems, as are all of us, The difference is in the culture that he’s instilled in his emoployees for solving those problems.

In one instance from the book, a diner had arrived and discovered that she had left her wallet and cellphone in her cab.

The woman was seated and was assured she could pay later. While she dined, the receptionist repeatedly called her cellphone, until the cab driver answered it.

The cab driver was far away from the restaurant, so unbeknownst to the woman, they sent a staffer to meet the cab and retrieve her wallet and cellphone.

As she finished her meal, the staffer handed over her wallet and cellphone, much to her astonishment.

The cost to the restaurant: $31.

The value to the restaurant: Priceless word of mouth advertising and eternal gratitude from a more than satisfied customer.

In another instance, as a couple sat down to dine, the man remembered he’d left the champagne for their celebration in the freezer. After asking the maitre d’ about the harm to the bottle of champagne, the maitre d’ asked if he could go to their apartment to move the bottle from freezer to refrigerator.

They agreed and gave him their keys. The maitre d’ drove to their apartment, moved the bottle AND left them some dessert chocolates, a tin of caviar and a congratulatory anniversary note.

Again, the time it took was minimal, but the return was uncalculable.

Tags: customer service, sales, selling, usa today, restaurants

What has your company done for your customers that nobody else would ever do ?