Our two year old daughter loves the pastries at the newly opened pastry shop. Their pastries were beyond doubt, the best and the customer service was remarkably good; kind service staff, with that endless, beaming smile and the smell of freshly baked bread as soon as you enter the doorway. I’d walk a mile just to taste their delightfully soft ‘melt in your mouth’ pastries.
We visited them often as the shop didn’t provide home delivery for purchase values that were below a certain amount of money and our purchases were never of high value. However, the service staff would offer our daughter freebies like their special pastry of the day or would carry her around, with our permission of course, and let her play around.
“Here is a simple but powerful rule: always give people more than what they expect to get.” – Nelson Boswell
Over time, our visits became less frequent but the pastry guys were not willing to give up. Immaterial of the value of our purchase, we were offered home delivery at no extra charge. When we asked them why, they simply said, “We would love to have your daughter relish our pastries.” In due course of time we started getting discounts on our orders.
We were grateful for their discounts and home delivery but we would have still gone back to them with or without the extras. We were impressed with the human touch they gave to their services, their core value of love and care through the customer service that they demonstrated.
“Do what you do so well that they will want to see it again and bring their friends.” – Walt Disney
Despite their irresistible pastries, their willingness to look beyond the revenue aspect and to provide selfless customer service earns them a special place in our hearts. Isn’t it great when the work culture of an organization is as good as their products and services?