So…when I found out that I would be speaking for the New Jersey Apartment Association Conference and Trade Show (great show BTW!), I decided to fly into Philadelphia and do a little sightseeing while I was in the area … and City Tavern was high on my list of places to visit where I couldn’t wait to try the Colonial Pot Pie!
When I walked in I was greeted by a gentleman in colonial period clothing and it really did feel like I walked back in time to 1776! While I waited for my food, I wandered the rooms of the Tavern and on the second floor, I was approached by one of the workers there who asked if I knew of the history of the Tavern. I said I knew a little because I was a big fan of Chef Staib’s show, but would love to know more. So he gave me a brief tour and then escorted me back downstairs where my pot pie was waiting.
Let me tell you, the pot pie was delicious~probably one of the best I’ve had. My waitress was also really friendly and attentive. All in all it was a great experience and well worth the effort to get there.
The ‘Small’ Surprise
When my waitress brought me the bill, she also gave me a DVD of the show, as a gift! She said that she knew I was a fan and wanted to thank me for watching the show and for coming into the restaurant today. I was pleasantly surprised and it was a great (and unexpected) way to cap off the day.
I approached the gentleman who gave me the tour earlier and I told him “thank you” as well, since he was the one who mentioned it to my waitress and he said, “Since you’re a fan, we wanted to make sure to take care of you.”
On the one hand, a DVD may not seem like a big deal…and it was a very simple thing for them to do. It wasn’t as if my waitress had to do a ton of work to pull the DVD from their stock and bring it to me. And in the whole scheme of things one free DVD will not make or break the profitability of the tavern-but for me the gesture was a huge deal and made it even more memorable.
The Main Thing
They looked for ways to make the experience memorable and special for me. Which means that if I am in the area again, I’m going to go back there again and again! Not a bad return for one DVD and someone simply paying attention and looking for ways to serve me.
The same is true for you and your customers. Where can you surprise them unexpectedly to make their experiences with you even more memorable and special? And, it doesn’t need to be complicated, big, or expensive! After all, sometimes the smallest things can mean the most.
What are some of the small things you’ve done that have made a big difference?