By Daniel Zanetti
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Extra info for Amaze Your Customers!: Creative Tips on Winning & Keeping Your Customers
Tonight I’m taking the woman of my dreams out. But it doesn’t look as though it’s going to be a dream evening. Once the other guests have had ample opportunity to give us the once-over, the head waiter finally manages to read his own handwriting, leads us to our table and immediately presents us with two bulky menus. ‘The wine list’ he adds and places this five-page Bible on my side of the table. ’ Once we have each selected one of the 13 different sorts of bread available, I want to resume our conversation, but I can’t for the life of me remember what it was I had been about to ask my girlfriend.
In our company, I am the person responsible for the Amaze your customers! 21 implementation of our customer amazement strategy, and so it was my job to decide whether we could amaze Mr Gruben and how. I switched on my computer and found various entries under ‘Heinrich Gruben’: address, position, phone number, comments. Under ‘comments’, I found the following: ● Dresses very elegantly. ● Smokes Davidoff cigarettes. ● Drives a roadster. ● Has two children (David, 6 and Lisa, 3). ● Wife, Anja, comes from Sweden.
They inquire what music the passengers would like to hear and provide brochures and cinema and restaurant tips. They distribute prepaid, addressed praise/criticism cards, stamped with the name of the driver and the taxi number so the guest can provide feedback on the quality of the service received. You see, there is another way! ’ Whenever I hear these words on a train, I automatically start grabbing deep breaths, because I know, as sure as the train’s arrival and departure times, that ‘he’ is going to smell of sweat.