Customer Experience

I met one of my close friends after a long time and decided to go for dinner. We wanted to go to a nice and quiet restaurant where we could chat without a ton of noise.

Unfortunately, neither the restaurant websites nor restaurant reservation platforms give a filter to check how crowded the restaurant is currently (live) and if the restaurant has quiet seating. We took our chance and selected a decent restaurant. While reserving, in the comments section, we mentioned that we needed a quiet place.

From the moment we arrived, the restaurant's manager impressed us with his personalized approach. Greeting me by name and accommodating our request for a quiet seating area demonstrated a level of attention to detail that is often lacking today at many places across multiple industries. It was a super feeling.

We got seated right away and looked over the menu. My friend is a vegetarian, so he wanted to make sure there wasn't any meat, or eggs mixed in his food. We ordered our food and waited.

Now comes the next one: I got blue color plates, and my friend got green colored ones. All the cutleries were color-coded. The manager explained that was to keep meat and non-meat food from getting mixed up. It was a very thoughtful touch that helped prevent cross-contamination and ensured a safe dining experience.

We had a great dinner and talked for a couple of hours. When we were ready to leave, the check came, and it was super simple. No gimmicks, no educating me on what is 18%, 21%, or 25% of my entire bill. I just paid with my card, and the machine only had two buttons: Tip or No Tip. I was happy to leave a good tip.

They did not put their customer on the spot and in an embarrassing situation. Another tick mark.

This sequence of events made me happy, and this is what I call a good customer experience.

I have read multiple articles on customer experience and how it should cover all touchpoints across the customer journey, from initial awareness to post-purchase support. But this is one of the best experiences I thoroughly enjoyed - Convenient, Knowledgeable, Great Value for Money, and most importantly Personalized.

The cherry on the cake is when I asked If I could provide feedback for you on any websites. The staff immediately said, “More than feedback we want you to come back, Ashok”.

Where is my CSS tool (Customer Satisfaction Survey) to do analytics and promoter scores? While data-driven insights are invaluable, the personalized touch often holds greater significance in building strong customer relationships.

For sure I will be a repeattttttt customer of this restaurant. !!!!