Monday, November 5, 2012

Great Customer Service Is THE Key To Success In Any Business

I?ve just gotten back from an extremely enjoyable and relaxing week in Kenmare over the mid term.

It?s an incredibly beautiful part of the world populated by remarkably friendly people. We arrived on a Sunday and the clocks has just gone back so our timing for the day was totally out of whack. We had stayed with friends in Dingle the night before so we didn?t arrive in Kenmare until mid afternoon.

A friend had recommended a restaurant called Prego as one that was eminently suitable for us with a large gang of young kids. A quick Google showed they were open for lunch ?till 3.30 on a Sunday.

We found the spot, it was around 3 and while there were clearly people inside, the door was locked with a sign saying ?we open again at 6? hanging on it. We were starving and, just to add a bit of pathetic fallacy, it was just starting to rain.

We hung around outside for a bit and managed to catch what seemed like the manager letting a customer out. We chanced our arms with a ?are you still open?? (Nudging the children to assume their best Oliver Twist with begging bowl looks.)

Now it would have been the simplest thing in the world for him to say perfectly honestly and reasonably ?does it look like we?re still open? The door?s locked and there?s a sign saying we open again at 6? (I?m sure a split shift on a Sunday means that if you don?t get out on time you?ve no break at all before the evening shift starts.) But he didn?t, he smiled and said ?actually we?re closing but you can come in.? So we did and we had a lovely meal, which set the whole tone for our week in Kenmare.

And the point of this story. This man didn?t know us from Adam but he went out of his way to provide what to us was an outstanding customer experience. He wasn?t to know we were arriving for the week but because we were and the kids loved it, we were back 3 more times over the course of the week.

Repeat business from satisfied customers who have found us by recommendations from other satisfied customers is what we base our business on and we always try to go out of our way to provide the customer experience required to make this happen.

It?s a pleasure to watch other businesses doing it exceptionally well. And to learn from them.

P.S. If you?re ever in Kenmare; be sure to check out Prego!

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About The Author

Flor McCarthy Thumbnail Picture

Flor McCarthy is a solicitor and notary public.? Flor graduated with a Bachelor of Civil Law from University College Cork in 1993 and obtained a Masters Degree in Commercial Law in University College Dublin in 1995 in the areas of corporate finance law, information technology law, intellectual property law and the law [...] - Read More


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