Many business owners feel they have to make big changes in order to deliver better customer service. This is in large part due to the belief that success comes from exceeding customer expectations.
Not true.
In most cases, all it takes to provide a fulfilling customer experience is to create one that is easy, convenient, and stress free. Where the customer can think about themselves instead of worrying if the transactional journey will end well.
Yesterday in my travels I stopped for lunch at Burger King. Yes, I love Burger King so let’s move on from that.
The ordering process: easy.
Wait time for my order: surprisingly fast
Ease in finding a table: no problem
Cleanliness: every table was spotless (with a “crown” on each one)
Quality of the food: exactly as I expected (actually better with their new fries)
A seamless experience that checked all the boxes. No mental energy was spent worrying if things would go smoothly.
Until the end.
When I was ready to leave, I took my tray to the garbage receptacle. What I was met with was a cabinet that was overflowing to the point no one could dispose of their waste, resulting on dirty trays piled on top of each other.
Quite a sight considering how clean the rest of the restaurant was.
And this was in clear view of the service counter. How could the staff not notice?
With no other option, I stacked my dirty tray on top of the others and left. As I walked out, instead of thinking about how good that burger was or what was next on my to-do list, I was now thinking about how gross all that garbage was.
I’m pretty sure this was not what the management team at Burger King was hoping for.
Next time you’re looking for way to improve your customer experience, realize that just taking out the garbage might be enough.
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