Page 97 - Delivering Authentic Customer Experiences

Principle 6 Delivering Authentic Customer Experiences

Keeping it real

Here’s an example of how a colleague experienced a WOW after
an initial OW! After giving a presentation he had around 90
minutes to kill before catching a train back to London. He
wandered around looking for a good place to have a snack and
settled on a restaurant which he decided would meet his needs
for food, Wi-Fi and a socket to plug in his laptop so he could surf
the web. He asked the waiter if his meal could be delivered quickly
as he had a train to catch. The waiter nodded agreement and
shortly afterwards brought over his glass of wine.

My colleague amused himself tweeting and sipping wine whilst
waiting for his food to arrive. Forty minutes later, there was still
no sign of his meal, so he began to pack up and asked for the bill.
The waiter was very apologetic. He had printed a bill for just the
wine but instead of handing it over, he tore it up. We let you down
he said, I hope you can forgive us and will visit us again. My
colleague was still hungry but couldn’t help be impressed with the
waiter’s actions - although not the chef!

Taking authentic action
What will you…
a. Start…
b. Continue…
c. Stop…
to ensure you and your team put it right when you get it wrong?

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