Front Door Bias

I’m traveling again (a big shocker to my loyal readers, I’m sure). 

In looking for lunch, I was exploring the local area with my wife, and found a restaurant that looked like it might be our kind of chill place for a place to grab a bite. Chain restaurants are only ever on the radar as a last resort. This was a local spot with a sister restaurant about 40 miles away.  

 

We stepped through the door and were met by a young woman who looked up at us as if we hadn’t seen her in five years. She was so happy we were there and welcomed us warmly. We don’t even know her name, just that somehow, we were in the right place.

 

And then, Hailey came by. Hailey wanted to ensure that we were comfortable and also had the “so glad to see you/so glad you’re here” kind of energy. A smile. A twinkle in her eye. And proud to be working at a place that has great food and wonderful team morale.

 

This is a tribute to the management and leadership.

 

We, my wife and I, knew that we were going to have a good meal from the greeting and the seating.

 

The leadership lesson I’d bring to small customer-service organizations was to have all the team members focus on the customer’s experience. How are you greeting them? How are you seating them? And how are you treating them?

 

We had a bias about the place from the moment we were welcomed.

 

That’s so different from being made to wait and not acknowledged.

Being shown a table and having menus thrown on it, “someone will be with you soon.”

 

My little grand-buddy is three. She waits at the steps for her brother to come home. With a huge smile and wide open arms, she yells his name as he comes up the walk. His response? He stops being tired. He stops being self-absorbed, and he greets her right back with the same energy, a big smile and a hug.

 

The energy shifts based on the greeting we give. 

It’s not up to anyone else to inflate our balloon. Two things here: 1) what if we greeted everyone we met with a huge smile and a warm welcome? And 2) what a difference it makes as a customer to be greeted that way.

 

The review I’m leaving will be stellar. If I lived in town, I’d be back. And, I’ve already recommended the place to people who do live in town. I seek excellence. Things have to be REALLY bad for me to leave a bad review because I’m looking for excellence. And when I find it, I’m quick to spread the word. 

 

What bias about yourself or your company are you creating from the first “handshake,” whether in person or virtual? Be deliberate. 

 

Keep making your magic and I’ll see you here next week.

 

= Wayne = 

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