Super simple and costs nothing
It was my birthday last week. I decided I wanted to celebrate with my family at a fun breakfast in Bondi before the day got busy with school and work.
So, we decided we would go to a French crepe place called Crêpes Aubras.
For the last few years, we’ve walked past this little French crepe place every time we go to the beach (which is often). Before last week, we’d never been there. Not for any particular reason; it’s just that we tend to make yummy breakfasts at home, and we are spoilt for choice when it comes to breakfast cafes where we live.
My family had given me a “birthday” headband to wear, so when we walked through the doors at the 7 a.m. opening time, it was obvious what day it was.
The female staff member immediately wished me a happy birthday, welcomed us all, and we found ourselves a table for five.
At the same time, a group of men were gathering at another table, left items behind, and went off for a swim. They seemed like regular customers, right at home with their morning ritual.
We ordered our crepes; I opened my presents, and we took some fun photos. Unbeknown to me, the female staff member had discretely checked which order was mine with my wife so she could add a birthday candle to my crepe. Our crepes all came out at the same time – mine last with the candle lit so my family could sing me happy birthday.
The crepes were delicious.
The female staff member brought us each a glass of water (eating sweet crepes is a thirsty business).
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The men returned from their swim, ordered their coffees, and sat down to their morning ritual together while she effortlessly made them beautifully presented coffees.
Several different customers came in while we were there to order takeaway crepes and coffees. They were served quickly and effortlessly – all by the one staff member.
We walked away all saying that we needed to find an excuse to come back soon – and we will.
We didn’t have a booking. We arrived right on opening time. There was only one staff member on. We didn’t have very long before we had to leave to get the kids to school. There was a lot that could have gone wrong.
However, we were welcomed warmly and beautifully taken care of – the little birthday touches unprompted were lovely. The crepes were delicious, and nothing was too much trouble. Everything went just right.
There’s no denying business is hard at the moment, particularly in both hospitality and retail. But never underestimate how powerful being great at service is.
What this female staff member did was super simple and did not cost her anything extra. She acknowledged us, personalised the service, and showed that she cared. She prepared and delivered a quality product.
Small, simple things that engaged us. We will be going back and will tell others about Crêpes Aubras. I have no doubt they will continue to build loyal customers just like the group of men who were obvious regulars – no doubt we’ll see them there again next time.
Helping managers reach their full potential ~ Building high performing businesses with high performing people ~ Using neuroscience to help driven people optimise productivity, energy and profitability without the burnout
6 个月What a great experience!
Bridging the gap between consulting and recruitment. Specialist in recruitment for accounting & finance, credit, insurance, and sales & marketing.
6 个月I hope she gets to read this story and her boss does too.......service and a smile costs nothing and means so much - happy birthday fellow Virgo xx
General Manager at Logan Insurance Brokers
6 个月This is how I want my customers to feel after they have dealt with us. Thanks for sharing this Nic - it is important to keep focused on what creates a great business experience. I want all of my staff to provde a service that satisfies on more than just the surface level, and one that makes our customers feel seen and heard.
National Performance & Engagement Manager @ KX Pilates | Franchise Relations
6 个月All without knowing she ‘might be getting mystery shopped’ Love to read stories like this but also feel so happy for the crepe girl who certainly chose the right person to deliver above and beyond service to… no doubt she extends that service to all the hungry crepe goers! ??