Last weekend was a great weekend for our family. We were caught up on our chores and were actually ahead for once. As a treat for the family on this day we thought a trip out for some pizza and soda sounded nice. So off we went.
Being ones to support our local community we will sometimes look for an establishment that is new to us. We had heard nothing but good reviews about a local pizzeria so we decided to give them a shot. The ambiance was exactly what we would have expected and with the exception of a few open tables the restaurant was full.
As we approached the counter to make our decision we took our place in the line and slowly started our journey towards the order window. Now I am not one who is big on lines, in fact I hate being stuck in a line, but sometimes the prize is worth the wait. Finally our turn came and we make our selection. "We would like a 14” everything pizza, breadsticks and a pitcher of root beer please" we told the order taker.
Her simple reply overshadowed the ambiance, our appetites and any preconception we may have had about the restaurant. “I can only take your food order” she replied. “You will need to order your drinks over there.” She pointed to yet another line of people waiting to place orders (and pay separately) for their favorite beverage. At first we though she was joking with us but we soon learned she wasn’t. Really? I replied, even the Bureau of Motor Vehicles wouldn’t do that (more about that another day.) “That is the way we do things here” came the response.
I know designing the perfect customer experience may be a daunting task at first for the average business owner. Start small. Stick with what you know. If you were the customer how would you want the experience to go? If you get stuck, ask your customers! If you are afraid to ask your customers then hire a customer experience consultant. The money invested for their services will pay dividends for your bottom line.