Charles Howden

February 23, 2007

A sandwich is a sandwich

Filed under: Customer Service — Charles @ 10:25 pm

OK, so it’s easy to find examples of poor customer service. I was going to say that it’s a shame, except of course it’s actually good for someone like me who makes a living from helping companies to deliver great customer service.

This evening (Friday) we bought sandwiches and cups of tea from the Upper Crust sandwich bar at Liverpool Street railway station, and wow! How helpful, polite, friendly the assistant was. He gave us his absolute full attention throughout the whole transaction, was quick, offered some extras, as if I would enjoy them rather than he had been told to sell them, and then wished us a good weekend like he really meant it, which I’m sure he did. It wasn’t difficult to deliver, though it was so unusual to receive. And now, in a crowded marketplace, I’m a customer for life. Which is the compelling reason for all businesses to make sure that they help their staff to deliver this quality of service for all their customers all the time.

A sandwich is a sandwich; a sandwich with a genuine smile and a personal connection, now that’s special.

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