It is making that one human being in front of you feel, for those moments you are together, they are the most important person in the world. There's nothing you wouldn't do to make their day better. There's nothing you would hold back. It's all about the customers' positive experience.
For nearly twenty years I've been saying in my speeches and writings that my litmus test is the answer to this one question:
Would a customer be willing to crawl naked over broken glass to return to your store?
Cynthia and Tim Holliday's daughter Faith wanted to go to Roy's in Sarasota, Florida for her 9th birthday dinner. As Tim told me, "Not that we go there all the time, because it is on the pricey side, but that's what she likes for her special day."
"Ok, I know it's a chain, but they really run the place like it's locally run, which they do a great job of. They keep electronic records of their customers, so they know how often they come in, what they like, and so on. They treat the kids great, as they get a free cheese tortilla with apples and carrots, shortly after they sit down."
Now if you are not familiar with Roy's Hawaiian Fusion restaurants, here is an overview from the About section of their website, "In Hawaii, there are two things of equal importance—food and the "Aloha" spirit. The blending of these two dynamic principles is how Roy’s Hawaiian Fusion® Cuisine was born. European techniques and Asian cuisine meet Hawaiian hospitality to create a fine dining experience unlike any other. Where the "Aloha" style of service comes straight from the heart, and where any occasion becomes an unforgettable evening."
They had asked Tim when he made the reservation to email a picture to them, which is the picture you see above. They decorated the table with little sparkle "Happy Birthday" pieces, and they printed a little birthday story with her name in the front of the menus for the table.
They took her back into the kitchen, where she helped make a sushi roll, which ended up being complementary.
Of course, they brought her a dessert that had "Happy Birthday" written on the plate in chocolate.
And then the waiter took a picture of the three of them, which they printed and delivered to the table in a Roy's picture frame.
Tim shared, "Memorable experience? Couldn't be any better. Customer service?
This is the kind of thing we like to try and take and modify for use in our retail shop, so customers leave and want to talk about us to everyone they know."
One could say, It's easier for a restaurant than a retail store, they told them it was a birthday. Well, true, but name one - one restaurant - who ever took that much initiative for a birthday of yours?