I was recently in Trinidad and had to be at the airport early. The restaurant at the hotel where I was staying, had not opened by the time I had to leave for the airport. After I checked in for the flight, I went in search of breakfast. I saw on the Subway menu that they had eggs and bacon. I am trying to avoid eating processed carbohydrates, so I asked for the eggs and bacon but without the bread. The server said I had to have the bread. Puzzled, I responded that I don’t wish to have the bread. I was still not understanding why I couldn’t just have the eggs and bacon by themselves. With a “you are bothering me” look on her face, the server called the Supervisor.
After a few minutes, the Supervisor came over and I explained that I had asked for the eggs and bacon without the bread. She confirmed what the Server had told me: “We are not allowed to sell it without the bread.”
I walked away thinking what would happen if they removed the bread. Would it throw off their inventory numbers? Would she get in trouble? The other thing I thought was maybe it came pre-packaged and they couldn’t separate it. But she didn’t explain, nor did she offer a solution. Isn’t that what good customer service is about? Trying to satisfy the customer, and one who was hungry?
I asked around for local breakfast and I was directed to the Food Court, a short walk away. There I found the Bodega De Andries booth where I had a choice of a variety of items, including eggs and bacon….without bread.
Ms Sharon Andries-Franklin, after a bit of a quizzical look when I confirmed I did not want the coconut bake, cooked two scrambled eggs with bacon. She asked if I wanted vegetables with it (yes) and salt (yes). I paid $6 more for that meal than I would have paid for it at Subway.
You know in the movie Pretty Woman, when Julia Roberts’ character shopped up a storm, then went back to the store attendant who wouldn’t serve her because of how she looked, and said “big mistake” after establishing that she worked on commission? Yeah……it crossed my mind.
But instead, I walked past Subway without saying a word. I sat and ate my delicious hot, freshly cooked eggs and bacon, a satisfied customer because Miss Sharon had personalized the service and gave me what I asked for.
Big corporations must find a way to provide a customer experience that satisfies an individual customer’s needs, within reason. Customers do have a choice and they will vote with their feet, thereby reducing the company’s revenues.
Can you think of a big corporation which is able to personalize their offerings according to what the customer wants?
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