I actually feature this clip in my full-day customer service workshops. It gets hilarious laughter for sure, but after the clip we discuss how the waitress could have handled this customer better.
Watch the video, paying careful attention to the waitress. Note your first impression as she approaches Jack’s table, her facial expression, attitude, etc. Next, flip the script. What might she have done differently to have the situation end MUCH differently?
The lesson here, of course, is to be flexible and friendly. These two attributes will take you a long way with customers, even the most difficult of customers.
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Last night my family decided on pizza delivery for dinner. We have a “regular” pizza joint we order from, but when I tried to pull up their site on my smartphone, I got nothing. (It was all flash and my iPhone does’t like flash.) My 6-year old said, “Mommy, you can order from Pizza Hut on your iPhone…I saw the commercial. Want me to get your phone?” I said “Yes!” It took me all of 4 seconds to discover that Pizza Hut has a killer app designed for iPhone that is most definitely mobile friendly…and all iPhone orders get a 20% discount.
We always get the kids a half and half thin crust (half cheese, half pepperoni). Ordering the half and half was so cool! I literally tilted my iPhone in the direction that I wanted one topping and tilted the opposite direction for the second topping. Fun!
This app is incredibly simple and includes all of the bells and whistles of the regular site. I loved it so much that I tweeted about it and got quite a discussion going last night.
When designing or redesigning websites, companies need to consider whether or not their sites are mobile-friendly and always brainstorm ways to make serving customers faster and more convenient. Killer apps, like Pizza Hut’s, are leading edge – and that’s exactly where YOUR company needs to be. Don’t underestimate the reach and popularity of apps and smartphones when it comes to serving customers.
Here’s a video demo of Pizza Hut’s cool app:
The baseline for friendly, personable customer service is attitude. The service experience is what YOU make it. Watch this video of Southwest Flight Attendant David Holmes as he takes ATTITUDE to unprecedented levels to leave passengers with an unforgettable experience.
My friend David Sneider of http://thinklikethecustomer.com/ shared this video with me. Enjoy!