My son swam this weekend at Wesleyan University in a state competition. Near the pool is a small establishment named the "Neon Deli," a small business obviously catering to the local college population.
This swim meet is for kids (8-18) from all around the state, and for three days the rafters were filled with parents and grandparents, while the pool deck was covered with all sorts of swimmers and coaches and officials. Probably a thousand total people.
After each day's session, my son needed a sandwich--a simple ham and cheese on a roll.
On Day One, I notice the "Welcome Swimmers" sign on the door, and despite the dozens of people streaming in and out of the door at any moment, the proprietor at the register asked my son what stroke he swam (breastroke) and how he did (very well).
On Day Two, the proprietor asked my son how his breastroke went...he remembered!
On Day Three, by the time he got to the counter to order his sandwich (the line was six deep), his sandwich was already made....the sandwich maker remembered! And then she took the time to tell an old-fashined joke about sandwiches
While my son will likely remember this meet for a very long time, he is already telling his friends about his deli experience.
My View:
In an age when McDonald's cannot get a simple order correct (we experience a 50% failure rate whenever we order a "double hamburger, ketchup only"), here is a proprietor who obviously cares about his customers, and his establishment becomes legendary on the swimming circuit.
What did it take? Nothing but the leader showing his staff what is important (caring about his customers....), permitting his staff the leverage to act on that caring (making the sandwich ahead of time), and being aware of the extraordinary event going on from normal business (swim meet with lots of hungry people during normally slow weekend at college).
Did I even notice that I probably paid twice the amount that it would have cost me elsewhere?
Nope.
Did I care that all this chatting took a couple of extra minutes?
Nope.
Successful business?
You bet.
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