Will your customer's first experience be their last or the beginning of something great?
By Kathleen Gage
Since moving to Oregon we have had numerous out-of-town visitors. Invariably, we take them out to eat. One of my favorite places to eat is a tiny café in Pleasant Hill. The Sunrise Café is a "blink and you miss it" kind of place. Tucked away between the local feed store and next to the one gas station in town, the Sunrise Café is a local favorite.
From the first time I stepped foot in this nostalgic eatery, I had such an incredible experience that I return often. Each time I have out-of-town guests, I make sure to take them to the Sunrise Café for an experience they are sure to remember for years to come.
What makes the Sunrise Café so special? The food is better than mom's home cooking; full of great taste, very filling and served up hot. The décor is funky and entertaining. Everyone who works at the Sunrise is genuinely happy when people stop in.
My first time at the Sunrise was when we were house hunting in the area. We stopped in with our realtor and were immediately welcomed by Marianne. Because she knows her customers, she knew this was our first visit and inquired about what brought us to the area. After sharing our house hunting stories, she wished us well, said she hoped we would find the perfect home and invited us back again.
Well over a month passed before we got settled in and decided to return to the Sunrise for a hearty Sunday breakfast. Marianne immediately recognized us as the house hunters, gave us a huge welcome and a hug when we told her we were the newest residents of the area.
Like most people, I enjoy feeling welcome where I do business. Each and every time we bring guests to enjoy our favorite spot, Marianne greets us as if we are the most important people in the place, welcomes our guests and makes their experience one to be remembered. Every patron gets as warm a welcome. Our guests always comment what an incredible experience they had and what a delight Marianne is.
The Sunrise clientele is such that if there is a crowd, patrons will share their tables with each other, get up to help serve coffee and pitch in to do whatever needs to be done. The entire staff is genuinely happy everyone is there. No wonder locals return often. They like being there.
On the flip side is my experience at a place in Dexter, Oregon. There is a Mexican restaurant in that area with a huge sign that reads, "Best Mexican Food in Oregon!" As one who enjoys Mexican food, I thought it would be worth trying.
Unlike the Sunrise Café, at the Mexican restaurant it took a few minutes before we were rushed to our table without as much as a "Welcome." After being seated we were made to wait several more minutes before getting a menu.
Finally, a rather large man (who turns out to be the owner) shows up. He appeared to be very frazzled and in a hurry. Without a welcome, he quickly takes the order, grabs the menu, and moves on to the next table to repeat the process. When the food arrives it is cool rather than hot, the plate is hastily placed in front of us and the owner rushes to the next table with their food.
Near the end of our meal a party of six shows up. Without missing a beat, the owner says, "Table one is done. We can seat the people there."
We were table one. I was shocked. After having one of the most unpleasant experiences up to this point, now I was made to feel extremely rushed. What I found interesting is the party of six didn't even stay. With this restaurant my first experience was definitely my last.
Regardless of your industry, do you know if your customers first experience is their last or the beginning of something great? By the way, when in Pleasant Hill stop in and say hello to Marianne and the rest of the gang at the Sunrise Café! You'll be glad you did.
To your success
Kathleen
Kathleen Gage is a bestselling author, keynote speaker and corporate trainer who works with organizations who want to increase their market position, sales and level of achievement. Visit www.kathleengage.com to sign up for her free monthly newsletter filled with sales and marketing strategies
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FOOTNOTE
Luella will be interviewing Kathleen in a very special tele-seminar which is sheduled to go ahead during November, so do look out for it coming up. This is a not to be missed prestigious event and a great honour for TC4Women, as Kathleen is probably one of the leading keynote speakers in America today and is highly sought after for her expertise and mentoring programs.
To your continued success
John Elliott aka Oaky Wood & Luella May