Way cool Extreme Pita register!
The other day I went to lunch with my sister to a place I’d never been before – Extreme Pita (oh, cool – they’re on Twitter and Facebook!). Now, normally I’d have a bit of ordering anxiety at a place like this (kinda like Chris Reaburn explains about Starbucks), especially when I hadn’t been before. I didn’t have it here, and I’ll tell you what else: I wasn’t only impressed by the customer service I received, but I was really wowed by the entire customer experience they provided me with!
Stuff Extreme Pita did right:
- We were greeted with a smile when we walked in the door.
- I got a tour of the menu and how to order when they found out it was my first visit.
- The entire staff (including the manager-possibly-owner) worked together and seemed wonderfully happy about it.
- They have a nutrition guide for their entire menu – a huge one hanging on the wall, as well as a handy little booklet that I took with me.
- I got a helpful tutorial on the special nifty way in which to unwrap your pita for optimal eating. (I should have taken a picture.)
- They have a really cool register – I can watch what’s being rung up! (I did take a picture of this. Yes, I’m easily amused. No, I can’t explain exactly why this makes for a better customer experience; it just does.)
- The manager-possibly-owner asked how our meal was and cheerfully answered our questions about Extreme Pita even though he was clearly on a break.
- They offer free Wi-Fi – no purchase necessary!
- My sister and I got a friendly send off when we were finished.
Stuff Extreme Pita did wrong:
- No name tags! How am I supposed to compliment the wonderful staff who were working if I don’t know their names?
All in all, it was a superb customer experience and I can’t wait to go again!
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Tags: customer experience, customer service win, extreme pita
Simple, yet effective. Superior service doesn't have to come in 'big bang' moments or always deliver the red carpet treatment. Its about matching customer expectations and needs with the appropriate level of service. Sounds like these guys have figured it out.
(and about the name tags, now you're on a level playing field. unless of course, they asked you your name. Thank God Starbucks canned that idea!)
thx!