The Ultimate Customer Service
I have a habit of going to the same Tim Hortons a few times a week for my morning java. For those of you who don’t know what Tim Hortons is (aka Timmies or Tims), it’s Canada’s equivalent to Dunkin’ Donuts. In Toronto, there is a Timmies at almost every street corner.
There are so many coffee shops in the area that I could go to, but I keep coming back to the same one, and I wasn’t sure why until the other day. Let’s look at my routine to understand what my subconscious has been telling me:
Every time I pull up to the drive-through ordering window, I hear the familiar voice of the cashier. “Good morning and welcome to Tim Hortons,” she says, sweetly. “May I take your order?”
Her voice is always so calm and pleasant. I can’t help but match her enthusiasm and follow suit by overextending pleasantries: “Thank you so much!” I exclaim after ordering. “Much appreciated!”
I then drive to the second window to pick up my order, and the same cashier is always at the window. Every morning, it’s always her. She smiles at me with a wink and a nod. Once again, I find myself matching her movements and offer her a wink and a nod in return.
Last Friday, when I pulled away from the drive-through, I thought about how this consistent interaction made me feel. The entire conversation took less than 30 seconds, but it was so warm and inviting that I couldn’t help but want to go back.
So I decided to try my luck again a few hours later just to see if the magic would still be there. I drove up to place my order (hoping for another winking session), and the cashier giggled at the sound of my voice.
“You back?” she asked.
“Of course I’m back,” I laughed.
As I pulled up to the second window for my last coffee fix before the weekend, she smiled a great smile and exclaimed, “Tim Hortons is lucky to have a customer as loyal as you.”
“No, my friend,” I responded. “Tim Hortons is lucky to have you make our day a little bit brighter.”
And I meant it. I could go to any drive-through window to get coffee, but I stick with this location and this chain because of how their consistently awesome customer service makes me feel.
What kind of customer service are you delivering? How do you think it makes your clients feel? In what ways can you tailor your customer service to make your clients feel great about doing business with you? Figuring out what great customer service feels like could very well result in an increase in old customers and steady repeat business with new ones.
Consider too that the way you think about your clients will determine the way you interact with them. If you assume you’re not going to get a sale from them, you probably won’t. Likewise, if you treat your customers with indifference, that’s what you’ll receive in return.
Never underestimate the power of great customer service!