Creating Magical moments
You visit a restaurant in town with your family or friends, have a nice meal and then ask for the check. The waiter brings you a black or brown leather folder containing the bill and a little comment card for you to fill about the food, ambiance and service.
As you take the plastic money out of your wallet, you pass the comment card to one of the ladies around the table and ask them to fill it. You then settle the bill and leave - “Ordinary”
Most restaurants / hotels forget that settling bill is also a part of the dining experience.
Let’s take the same scenario where you have just had a nice meal with family or friends and have asked for the check. How about getting a huge colourful cotton candy on your table, the smiling waiter in a nice tone says “With every check comes a cotton candy with compliments” before presenting the leather folder to you?
You can see the child in everyone popping out suddenly eager to reach out to the candy with giggles and laughter. There is so much fun around the table as you are settling the bill. Yeah, that’s the magical moment which gets etched in your memory and will be talked about. – “Extraordinary”
Did it cost the restaurant a lot of money to do that? Was it asking for too much from the waiter - Not at all!
Great service organizations consistently work on these little touch points to create memorable experiences and that’s what makes the best stand out from the rest.
