You don't have to look very far to find instances where customer service lands with a thud. Restaurants may be one of the easiest targets since we're in them all the time … so, imagine my pleasant surprise to receive a Missed Opportunity check from a Grand Rapids, Michigan restaurant I visited while there to celebrate my Mom's 92nd birthday.
The dish I ordered wasn't quite up to par, a little dry compared to previous visits. When I asked the waiter if they had changed the recipe, he wanted to know more about why I asked. He was eager to share that information with the chef but when he returned, he brought the Missed Opportunity check to the table that you see displayed.
What caught my attention was how genuinely concerned they were about quality and the guest's experience … and how readily they acknowledged a “missed opportunity” … one for which I expected no monetary consideration … and turned it into a positive affirmation of their commitment to satisfy every customer. I've seen a few such techniques before … they're still pretty rare … but what a great way to delight your customers!
This practical strategy can be applied to any business, even if you can't personally hand a Missed Opportunity check to your customer. Acknowledge your “missed opportunities”, however small. Step into that space … exactly at that moment … to show your customer why they're the most important customer you have.
If you do, you'll have a customer for life.