For the last 4 or 5 years, I've been frequenting a local coffee shop. I love their quiches and egg scrambles. They've also got pretty good coffees. I've also been frustrated by a small detail in their service delivery. Scratch that- two small details in their service delivery.
First, for those 4 or 5 years of patronage, they've never once delivered a fork and napkin with my breakfast food. Let me elaborate a bit. When you arrive, you order your coffee and food. Inevitably your coffee is done before the food, so you go sit down and begin text messaging, reading a book, or working on your laptop. 5 minutes or so later, the food arrives, sans fork to eat it with. The frustrating point, is that they had to walk right past the container of forks and napkins to give me my plate of food. Frustrating and annoying. Thank goodness for them they have a prime piece of real estate.
I won't go into the second service detail, as it would give away the location. I'll pursue that via a comment card instead of via the blog. The point is, as small businesses, we've got to be aware of the details, and address them. We don't want our clients frustrated. There are too many choices for them. Goal number one should be to make it as easy as possible for our client to spend money with us, and enjoy it!
Here's a great post on the same topic that my friend Tim, of blog Deliver Bliss, wrote regarding a familiar retailer:
Your thoughts?
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