Often, it’s the little things that give you a chance to distinguish yourself. Own a restaurant, it’s likely your cooking is in the same range of quality as the other kids with whom you went to Johnson & Wales. But in the little touches, the things your competitors do in a generic manner because “that’s the way everybody does it”: That’s where opportunity often lies.
Our local Chinese/Vietnamese restaurant is excellent. They try hard in the areas that are hard: freshness of ingredients, promptness in service… And yet, what are the little–and, in fact, easy to achieve–touches that could set them apart?
Well, how about re-imagining their fortune cookies? If they want to be different, why serve the same tasteless hardtack in the same impossible-to-open-without-breakage plastic wrappers? How about chocolate fortune cookies, with branded fortunes inside, redeemable for a free appetizer on the next visit? Think what a memorable end to a visit that would be — it would be a way to thank you for your business, invite you to come back and remind you where to come back, all in a compact, delicious package.
Having said this, I still want to share what has to be the best fortune cookie fortune ever. Even though, contradicting my point, it was served to me inside a tasteless cookie, wrapped in an impossible-to-open-without-breakage plastic wrapper. Here’s wishing you the same “good enough” day that I am apparently destined to have.–Micah
“Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology.” –Steve Wozniak, Apple co-founder
Micah Solomon • Author-Speaker-Strategist • Customer Service – Marketing – Loyalty – Leadership
See Micah in action — including video and free resources — at http://www.micahsolomon.com. Or, click here for your own free chapter of Micah’s new book, High-Tech, High-Touch Customer Service (AMACOM Books) and Micah’s #1 bestseller, Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization