Being Remarkably Terrible

Monday, February 09, 2009

Being a remarkable company doesn't necessarily mean you are great.  You can also be remarkably obtuse or remarkably hard to deal with or remarkably slow.  The key is to make people remark about how amazing your company is, in every respect.

I recently had lunch with an industry colleague at a cafe in town.  She arrived a few minutes early to our 11 am meeting.  The door was open, so she walked in and asked for a table for two.  The staff informed her that they opened at 11:00 (it was 10:53) and that she couldn't be seated yet.  They then added that she would need to wait outside, in the cold weather, until they opened.

I am a firm believer in setting boundaries for your business and having rules in place to help keep your business from taking over your life.  However, rules are meant to serve us, we are not meant to serve them.  By being rigid with their rules and making my friend wait in the cold, this restaurant left a bitter taste in our mouth with their lack of concern for their customers.  Their customer service is not unremarkable; it is causing remarks that don't encourage others to dine there.

Self-Evaluation Exercise:
What rules do you have in place that may be inhibiting your clients from having a great experience with you rather than adding to it?

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