Customer service delight exemplars

by Rebecca Morgan, CSP, CMC on March 28, 2010

Every once in a while I come across customer service providers who “get it” — they do something that sets them apart by doing something a little extra.

Read what the Trader Joe’s cashier, Sofitel housekeeper and Brazilian Burger King did to delight their customers.

Cashier’s eavesdropping turns out well

While checking out at Trader Joe’s, a gal pal called to confirm what had been last-minute tentative dinner plans in 15 minutes. The problem: I had just spent 40 minutes shopping and my cart was full of frozen and perishable foods. The cashier overheard our brainstorming what to do with my food while we dined. After I hung up, he said, “If you’re having dinner nearby, you could leave your perishables in our back refrigerator and freezer.” How cool was that! When I said “Great,” he repacked my bags, frozen foods in one, refrigerated foods in another, and non-perishables in yet another. I took the latter and he carried the others to the back, putting my name on the bags. I dined across the street and afterward swung by to nab my groceries. I wouldn’t have thought to ask what he offered.

I call that great service!

Sofitel housekeeper takes responsibility

After checking into my room, I ran into the housekeeper in the hall on my way to get ice. “I notice there’s no refrigerator in my room. Do you have them available?”

“Yes, she responded. “Just call housekeeping.”

“I returned to my room with the ice and busied myself unpacking. Soon there was a knock on the door. A man was delivering a small fridge — without my calling to request it.

The housekeeper went out of her way to order it for me. She exceeded my expectations.

Brazilian Burger King makes customers’ orders really personal

Burger King has found a new way to delight their customers in Brazil. They’ve taken their “Have it Your Way” tag line to a whole new level. When customers order, their picture is taken clandestinely and then printed on their burger wrapper. When it’s delivered, the customers are surprised! See for yourself in this video.

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