Customer Service Week – Tuesday Hero

I walked into the restaurant at the Park Inn west of Harrisburg, PA. From the back of the restaurant I heard, “Good morning, how would you like your coffee?” When I said black, the voice warmly responded, “Take any table you like and I’ll have your coffee there before you can sit down!”

My day was off like a colorful merry-go-round!

“I’m Sandy. Do I get the pleasure of serving you today?” she asked as she served my coffee and handed me the menu. The breakfast was perfect and served quickly. Periodically Sandy checked to make sure all was well. There was no chit-chat, just attentiveness…and, lots of smiles aimed at my table.  I finished, folded up my newspaper and I requested my check. And then, it happened!

Sandy brought my check along with a go-cup of coffee fixed just the way I like it! “This is great!” I exclaimed. “You have no idea how much I needed a coffee to go today.” Sandy winked and responded, “It’s our gift to you!”

Folks, it does not get any better than that! I left her a tip almost as big as my breakfast tab and went straight to the manager on duty to compliment her over-the-top service. “I am so delighted,” he said, “But, I will tell you we get comments about Sandy every day. We have guests who tell us they drive way out of their way just get a shot of Sandy in the morning.”

When you think delivering extraordinary service is challenging, costly or complicated, just stop by Sandy’s place and she will be happy to help you learn the secrets.

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Dr. Chip R. Bell is a world-renowned authority on customer loyalty and innovative service. Global Gurus ranked him in 2018 the #2 keynote speaker in the world on customer service; #1 in North America. He also is the author of numerous national and international best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Magnetic Service, The 9½ Principles of Innovative Service and Customers as Partners. His books have been translated into over a dozen languages.

His newest customer service book is the award-winning, best-selling book Kaleidoscope: Delivering Innovative Service That Sparkles.

Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, Fox Business, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Financial Times, Forbes, Businessweek, Entrepreneur, Inc. Magazine, and Fast Company.


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