Imraker

Little Things Add Up To A Great Customer Experience

I was at Tim Horton's (a  local coffee chain in our area) where I ordered an orange juice.  I paid for my juice and then went to find a seat.  When I finally sat down and went to open my orange juice, I suddenly noticed that someone had marked a smiley face on the cap with one of those markers the servers usually use to mark whether the coffee has cream or whether it has sugar.

It was a nice surprise from a customer point of view to have someone care enough about your experience to take the time to mark a simple happy face.  Some might think this is insignificant.  But it made me smile - and that's how you win customers for life.

For a second, I considered whether the cap had been pre-marked prior to the server grabbing it from the refrigerator.  But whether that's the case or not - whether the server personally did it herself or not - it doesn't really matter.  The effect is pretty much the same:  a happy customer.