post

Why Customer Experience Means Everything

Customer experience

© Copyright Roy Tait and licensed for reuse under this Creative Commons Licence

Over the past couple of weeks, it’s been holiday time; half-term holidays.

It’s been a time for family, time for playing with the kids, visiting interesting places and generally having some fun.

It’s also been a chance to go out and enjoy some delicious food and check out the customer experience.

I love many different types of food. I particularly like Italian food and I’m also quite partial to burgers every now and again.

During this holiday, it’s great that we had the chance to visit a couple of restaurants here in Edinburgh that do both.

Proper New York Italian Restaurant and Bars no less! How authentic they were though, I have no idea.

Lunch One – How not to do things

Lunch with my parents, me, my wife and the two kids. My daughter was tired, never a good start to proceedings.

We were shown to our table which we had pre-booked. Very interesting setting too, over-looking the harbour and out over the Firth of Forth to the Kingdom of Fife.

The restaurant was busy but not manic. We had asked for lunch menus but were given breakfast menus. The waiter seemed a little pre-occupied, almost hassled.

After we were seated it took 20 minutes for him to approach us. So that’s drinks sorted and menus changed.  Another 20 minutes went by.

The couple on the table next to us get up and walk out. They only arrived five minutes after us and decide they have waited long enough.

Finally the drinks arrive and we order the food.  My son is really looking forward to some pizza.

Another twenty minutes and the food arrived for the adults. Why do they do that? I really don’t understand why restaurants do that.

They need to bring the kid’s food first. They’re impatient, starting to fidget. Another five minutes and finally we all have our food.

By the time we’ve all finished, the waiter’s not been anywhere near us since he gave us the food.

It’s really not worth waiting around to get another course or coffee.  Definitely not going to leave a tip.

Another 10 minutes go by, we decide to pay at the bar and then leave quite dissatisfied with the service and the experience.

Lunch Two – A lesson in the customer experience

Different location, same chain of restaurants.  Not quite the same view as the other restaurant.  Just me, my wife and kids this time.

The restaurant is very busy.

We’re shown to our table and immediately a friendly waitress comes over and introduces herself.

She makes us feel welcome, chats with the kids and asks what we’d like to drink.

When she comes back with the drinks a few minutes later, she brings crayons and a colouring book.

Are we ready to order?  Oh Yes, most definitely.

We order, the waitress offers some extra vegetables for free with the food and then we wait.

The food arrives in what seems like only a couple of minutes. I really don’t remember how long it did take.

And, the food arrived all at the same time. No waiting for the kids food. Spot on.

We ordered ice cream for the kids, my wife and I had coffee and because we were so pleased with the service we left a generous tip.

The service was excellent. The kids even got a balloon to take away with them.

My son lost his on the way to the car but the restaurant gave us another one. Perfect.

Customer Experience Matters

Two different restaurants owned by the same company yet we had a completely different experience in both.

I know which lunch I enjoyed the most! Can you guess?

The staff left me feeling welcome and I want to visit again. They were friendly, helpful and attentive.  The complete opposite of the other restaurant.

Sometimes the small details can make the an experience so much more fulfilling.

Customers remember good service and great products but it’s equally important that the first point of contact goes well.

Being welcoming, friendly, helpful and prompt defines a reputation and potential future business.

And gaining loyalty and a following is about reaching out and making a connection.

I find this to be equally true in building a blog. You need to:

  • provide a first-rate service to your readers by giving them quality content;
  • engage with your readers by encouraging comments and responding to them;
  • reach out and help with any questions your readers may have;
  • reach out to other bloggers to create a community on your blog.

Now I’d like to open this up to discussion and look forward to receiving any comments you may have.

Do you place any importance on customer experience? Is it relevant to building your blog? How do you handle a negative experience?

P.S. I would be grateful if you could please share this post on all of your favourite networks. Many thanks for reading.

Tim Bonner

Tim Bonner is a Stay At Home Dad, Blogger and Internet Marketer. Learn more about him here.
  • http://www.slymarketing.com Jens P. Berget

    Hi Tim,

    This reminds me of my own experiences with pizza. I usually don’t go to the places with the best pizza or the cheapest pizza, to me, it’s all about the experience. So I am almost always going to the places with the most interesting people and the biggest smiles, that’s what makes the food best :)

    • http://tim-bonner.com Tim Bonner

      Hi Jens

      I love Calzone pizza and the restaurant we went to does a few varieties.

      The experience you have in a restaurant is always going to determine whether you go back or not. I can’t even remember what I had in the first lunch, other things overshadowed the food.

      Certainly a nice friendly face and being helpful and attentive will make me keep going back for more.

      Thank you for your comments Jens. You are a man after my own heart with the pizza. I’m going to dream about Calzone tonight, I just know it!

      How is your kitchen coming along?

      • http://www.slymarketing.com Jens P. Berget

        I am hoping that the kitchen will be ready for me next Monday, so about a week left :)

        • http://tim-bonner.com Tim Bonner

          Oh, that’s good news at least Jens. I’m sure you’ll be relieved when it’s done and dusted.

  • http://www.OneWayProfits.com Matt Morgan

    Hello Tim, how you doing today?

    yes customer service is always important in real life businesses, and also online business.

    Customers can help give you feedback and help you improve your business in ways you never imagined.

    My Tips, for customer service:
    -Survey your list and ask them ways you can improve your blog/site/service
    -Provide valuable content, which they can learn from
    -Make your content fun and entertaining, with some humour rather than dull and boring articles
    -Provide videos, audios and other variety of content
    They are some ways to make your customers happy, and like your content.

    This will help them refer your blog to other people

    I place important value on customer experiences.

    Negative customers? I ask them why are they negative, and what can I do to improve the situation, so the same doesn’t happen again to other customers

    Otherwise glad you enjoyed your lunch.

    Matt Morgan

    • http://tim-bonner.com Tim Bonner

      Hey Matt

      It’s great to see you at my blog.

      I’m really well thank you. It’s the first day back after half-term, the kids are in bed and my wife is at work. How are you?.

      Those are some great tips when it comes to giving a great customer experience, Matt.

      Asking for feedback is always useful to see where you can improve things. That’s something I intend to do in a post in the not too distant future, along with a first video post. I’ve been putting that off during the holidays but now I have no excuse!

      I completely agree about making your content fun and entertaining too. I’ve learnt that very quickly since I started my blog a few months ago. There are so many dull and boring lifeless blogs out there, mine doesn’t have to be like that!

      Negative customers can be tricky to deal with. In my former employment I dealt with a ton of them so I got used to it. It’s useful to turn it on its head as you say though and treat it as feedback to improve things so the same thing doesn’t happen again.

      I’m thinking about the lunch again now Matt. It’s making me hungry.

      Thank you for your comments and I hope to see you again soon.

      Tim

  • Khaja moin

    Hi Tim yes will certainly do this.

    And I must say this to you that I`m getting to know more things from your posts.
    BTW customer experience is very important when it comes to business online or offline.

    Sometimes I get very bad experience when I got out for lunch or dinner. And by my bad experience with them I never turn back nor recommend anyone, instead I stop my friends to help them.

    ~@khajamoin1

    • http://tim-bonner.com Tim Bonner

      Hi Khaja

      Thank you for your kind comments. I’m trying to make things interesting by using every day situations as much as I can.

      Bad service at a restaurant can destroy their reputation by word of mouth. People have bad days though so unless the food is really terrible, I tend to give them a second chance just in case!

      Have a great week Khaja.

      Tim

  • Theodore Nwangene

    Whats up my man?
    How was your weekend? i can see you really had some fun.

    Prior to your post, i think that customer satisfaction matters a lot in any business online or offline. I remembered one day i went to buy electric glinding machine, most of the shops i entered the first were very hash to me which got me angly i left them.

    Then i now entered one shop, infact the owner was very gentle and frindly, the first time i entered, i took one bottle water from a nearby shop and when i wanted to pay, he told me to forget that he will pay for it.

    Finally, when i told him what i want, the way he attended to me made me to buy that machine more than the price, after paying, i left the balance for him.

    In a nut shell, customer service and relation is very vital in any establishment.

    Thanks my friend for sharing.

    • http://tim-bonner.com Tim Bonner

      Hey Theodore

      I’m great thanks mate. The weekend was relatively quiet as the school holidays were coming to an end and my family were just winding down.

      How are you? How was your weekend?

      If you find somewhere that gives you a great customer experience it’s like gold dust. Even the simplest of things can make it a great experience; a smiling friendly face, being attentive and listening, offering more than is required.

      It sounds like you found a great place to make your purchase Theodore and I’m sure if you need something similar, you’ll know where to go again now!

      Have a great week Theodore.

      Tim

  • http://necessityofchange.com Mary Stephenson

    Hi Tim

    I like that reference of bad blog like a bad restaurant. How many times have we all got up and walked out due to no service or never comeback to lack of service? I wish it weren’t true but you know it kills the good feelings and probably causes a digestive upset. You wouldn’t invite someone into your home then ignore them, why do restaurants do that. I know it is to do with poor management, but there is no excuse if they want to survive.

    It would be much like our blogs, if it wasn’t so great how could we possibly expect anyone to stick around, let alone comeback again. Service, anticipation and a great time being there, yeah…that sounds like a great formula for success.

    Great post and glad your second lunch was much better.

    Mary
    Oh yes, did your P.S. requests…

    • http://tim-bonner.com Tim Bonner

      Hi Mary

      The thing I find very annoying at restaurants is when they bring all of the adult’s food before the kids.

      They don’t understand their customers. The kids are the one’s that are going to be the first to complain!

      Bad blogs are definitely like bad restaurants. You don’t get any service, there’s no community and there’s nothing good to read!

      Thank you for your kinds comments Mary and also for the P.S. requests!

      Have a great week.

      Tim

  • http://billdorman.me Bill Dorman

    Good post; check out my post tomorrow and Adam Toporek’s Starbuck’s story. Very similar.

    What holiday did you have?

    • http://tim-bonner.com Tim Bonner

      Cheers Bill. Great to see you back and I will definitely be over at your place in a little while.

      The holiday was just a school holiday. Two weeks off, although now we live on the school campus, we’re never really that far away from it.

      At least my wife had a couple of weeks down time and it was great to spend some time as a family.

      Only seven weeks now until the school breaks up for Christmas!

  • http://adriennesmith.net Adrienne

    Hey Tim,

    Ah, the restaurant nightmares. I’ve had a few of those but trust me, after 20 minutes I’m not going to just sit there and be quiet. Yep, I’m one of those that will call the manager over and let him/her know how displeased I am with the crappy service. Oh and then I won’t tip and I’ll be sure and tell the wait staff why. I learned that from an ex-boyfriend who use to own restaurants. He said it’s perfectly okay to not tip but be sure you tell the manager and the wait staff why. Problem immediately solved.

    I agree, we should treat the readers of our blog with kindness, courtesy and help them at every turn. Provide valuable content that will want them coming back for more. They soon want to make sure that they visit on a regular basis because it’s become a fun experience.

    Thanks for the lesson today Tim and have a great week.

    ~Adrienne

    • http://tim-bonner.com Tim Bonner

      Hey Adrienne

      You’ve got the premier service nailed at your blog Adrienne and I appreciate the knowledge you’ve passed onto me for sure.

      You’re one of my biggest influencers in fact!

      Sounds like you know how to handle bad service in restaurants as well.

      I was at the restaurant with my parents, my wife and the kids so I just let it go, when I really should have said something.

      People were leaving before they got their first course because of the service. I just wonder if the waiter was having a bad day.

      I’ll certainly think twice before I go back there anyway.

      Thank you for some great comments Adrienne and I hope you’re having a great day.

      Tim

  • http://inspiretothrive.com Lisa

    I’ve always heard if a customer complains that can be a good thing because they “care.” If they are quiet beware! They don’t really care and will never come back again. Sometimes companies and people can really learn from a customer that complains and gives the company or person the chance to shine with customer service for how they handle it. For example the restaurant could give them the meal for free or offer them another meal in the future for FREE. And of course they should apologize to the costumer. There will always be some that can never be pleased though and businesses and people must be aware of that too. Reading about the Italian food has made me hungry Tim.
    I guess for a blog the best we can do is to provide answers to our readers questions and reply to comments best we can. Enjoy the rest of your holiday.

    • http://tim-bonner.com Tim Bonner

      Hey Lisa

      We didn’t complain and I wish we had really. I’m not sure we would go back to that particular restaurant so you’re probably right – the one’s who don’t complain won’t ever go back!

      I think we should try not to think of complaints as being negative. Turn it on its head and think of them as feedback.

      Feedback means you can put things in place to affect change and makes it a discussion that you can hopefully resolve.

      I just made some pizza Lisa. First time ever and it’s making me feel really hungry too!

      Unfortunately the holiday is over but only another seven weeks until the Christmas holidays. I’ve begun counting.

      Thank you for your comments Lisa and I hope your week has started well.

      Tim

  • Annie Andre

    Loved the example of the two restaurants. same chain difference experience. It’s so true thought, customer service can really make or break you and it can make up for a lack in other areas even.
    The other day i saw that a facebook follower was having some issues with finding lodging abroad for a long term trip. I piped in and gave her a few resources to look into to help her in her search. She sent me a personal thank you email, tweeted and shared my posts and swears that she is now my loyal fan. I thought wow, that felt really good to help someone.

    It really made me see the value in providing really good content and to genuinly want to help people.
    ps

    how’s Edinburgh. My husband and I eloped and married in Edinburgh. It was fantastic. No muss no fuss and lots of Hagis. For me at least. My hubby doesn’t like Hagis but i really like it with oat cakes. mmmmm

    • http://tim-bonner.com Tim Bonner

      Hey Annie

      It’s really great when you can help someone and it sounds like you’ve done just that with your Facebook follower. That’s great customer service!

      You always provide interesting and quality content on your blog Annie. You have a great way with videos, I love them!

      It’s raining today in Edinburgh but it’s still a great place to be. What a great idea to elope here and get married! Whereabouts did you get married?

      I’m not so keen on the Haggis I have to say and my wife’s vegetarian so less is more when it comes to meat unfortunately.

  • Jeevan Jacob John

    Ah, the power of customer experience!

    It can change a lot of things, can it not?

    I have had my own [small ones, though] experiences with providing a great customer experience (Well, before I began blogging, I never knew all these things, so I couldn’t properly identify when a particular business is treating me well, so that they can get more business :D). But, now I do know :)

    Those small experiences are also the reason why I believe customer experience is far more important than content (Well, content is important too. Having a great customer experience and bad food isn’t going to get you anywhere).

    But, combined they can have immense power – power to motivate us, the consumers to take action :D (now, that’s simply awesome!)

    Great experience, Tim. Thank you for sharing it ;) I am trying to make my upcoming blog a community driven one (I am still searching for more ideas to implement and make my blog entirely based on the community!)

    • http://tim-bonner.com Tim Bonner

      Hey Jeevan

      Great to see you.

      You’re absolutely right that great content without a great customer experience is not going to get you anywhere.

      Similarly, if you have loads of great quality content on your blog but your blog is too difficult to navigate, people aren’t going to stick around.

      Make it easy for people to have a great experience I say!

      Sounds like your upcoming blog is taking shape. I’m looking forward to seeing the outcome.

      Enjoy the rest of your week Jeevan.

      Tim

  • http://barrettrossie.com Barrett Rossie

    Hi Tim: It’s funny that anyone can understand customer service when you’re on the customer side, but it’s much harder when you’re on the server side. You ask an interesting question: How does this apply to ME? Well, I don’t see it from a blogger point of view because there’s not much at stake there. But from a consultant’s point of view, it’s much more than just coming up with good advice, ideas or deliverables. It’s putting yourself (myself, if you will) in the client’s shoes: Do I do the little things like confirm appointments, show up on time, and completely prepared? Is my report presented in a useful, easy-to-understand way, so that he can share with his colleagues? Do I follow through with everything I promised? Do I follow up the meeting with an email in which I outlined what we discussed and what we agreed to do next?

    I guess the list is endless. But if you can’t put yourself in your customers’ shoes, you’ll have a hard time no matter what business you’re in.

    • http://tim-bonner.com Tim Bonner

      Hey Barrett

      Whoa that’s a lot of questions!

      I guess from what I’ve experienced in customer service there’s always a compromise somewhere.

      Ten years ago, the company I worked for at that time gave all their customers the premier service and they could charge a premium for it on an excellent reputation alone.

      Almost 12 months ago now, I left another company that did the opposite. Clients had a kind of hierarchy and whoever paid the most got the priority service.

      It seems like that’s how things have gone since the credit crunch. Clients want more for less and there has to be a compromise.

      Sounds like you’ve got things pretty much nailed down though Barrett!

  • http://www.craigmcbreen.com/ Craig McBreen

    Hi Tim,

    I particularly like Italian food too. Love cooking it and eating it ;) Pizza, pizza!

    Not bringing the kids food first! WTH. Where’s Gordon Ramsay when you need him. I can hear him yelling “Donkey!” right now.

    The customer is King, no doubt, online or off. If you have paying customers you need to treat them right. My wife and I were at a pub and grub place not too long ago and the Kim Kardashian look-a-like waitress was at the table next to us, talking to her friends instead of serving, completely ignoring us. After we clued her in, she was pretty rude serving us, so we took off and left a quarter on the table ;)

    Love to see beautiful Edinburgh one of these days.

    • http://www.craigmcbreen.com/ Craig McBreen

      I forgot who’s blog I was on … We left 20-pence on the table.

      • http://tim-bonner.com Tim Bonner

        That was generous I’d say by the sound of things!

    • http://tim-bonner.com Tim Bonner

      Hi Craig

      I’m definitely with you all the way there mate, pizza and more pizza (particularly love Calzone)!

      It surprises me every time I go to a restaurant and they don’t bring the kid’s food first.

      Kids are fidgety, kids are impatient, kids are noisy! Keep them happy and you’ll keep the parents happy.

      Sounds like you did the right thing in that pub and grub place.

      We should probably have done the same thing and left but it’s not quite so easy when you have two young kids in tow.

      Edinburgh is certainly a beautiful place to be. Walking along Princes Street and looking up to the castle is a sight to behold.

      This is my second stint here. I was at university here in the early 90s and then came back up here in 2005 from England.

      Whenever you make your way over, one of these days, give me a shout!

      • http://www.craigmcbreen.com/ Craig McBreen

        If I ever get over there, I’ll certainly give you a shout.

        Oh … and I thought the tiny tip was better than leaving nothing ;)

        • http://tim-bonner.com Tim Bonner

          Nice one Craig! That would be great.

  • http://joshuawilner.com/ Josh

    Hi Tim,

    I groaned and smiled with you. I never understand why wait staff doesn’t recognize the value/importance of bringing food for the children quickly.

    Recognition of what your clients’ need/want is key to success in service industries and it is a big mistake not to pay attention to it, yet we see it happen time and time again.

    • http://tim-bonner.com Tim Bonner

      Hi Josh

      I’m right with you there buddy. The kids need to get their food first.

      It’s a coincidence I’m sure, but we had a similar experience in another restaurant at Ocean Terminal. Terrible service, the food was cold, they over-charged us.

      I’ve walked passed that same restaurant a few times now and they don’t seem to have many customers these days.

      Exactly as you said I’m afraid, they didn’t recognise what their clients’ needs or wants were.

  • http://www.barry-wells.com Barry Wells

    Hi Tim,

    I can so relate to your experiences here mate.

    I once took my kids to meet some friends in a local pub/restaurant and we were given colouring books for the kids by the bar staff when we ordered the food. The kids sat at the table colouring away when the food arrived. The Landlady was carrying it over and because she had to wait while my kids removed the colouring books she started swearing…. With the F word and moaning about the books, until I pointed out that it her staff that gave us the books.

    needless to say i’ve never been back there.

    When it comes to customer satisfaction, this is my priority. The first thing i do each day is check my support email account and reply to everyone that has a concern.

    I want my customers to come back time and time again so I put a lot into this area and if ever one of the customers is unhappy I refund them before they ask. Which always goes down well ;)

    Nice one Tim,
    Barry

    • http://tim-bonner.com Tim Bonner

      Hi Barry

      My word, that was out of order. When the F word comes out in front of young kids then you know you’re in the wrong place!

      That’s certainly a great way to go out of business in any case. Particularly as word of mouth in the hospitality business is so important.

      Sounds like you go all out, Barry, to keep your customers happy and I’m sure you’ve got many happy customers from it.

      Nice tip on refunding before someone asks. As you say, that will go down really well.

      I hope your week is going well Barry.

      Tim

  • http://www.webincomejournal.com Chadrack

    Hmm, this is really an experience. Same company running two different restaurants that offer clearly opposite experiences. I think there is really not much supervision from the headquarters if there is any. Besides, it does appear that no proper strategy or system have been designed by the company.

    I would have expected that after the first experience you wouldn’t care to visit another branch of that company but you did any way. And it is a good thing you did. Drawing lessons from this as a blogger is also a good thing. Like I’ve always maintained we must treat our blogs as every other business. The ‘service’ you give on your blog will determine to a great length the results you get out of it. Your blog readers must be treated with care and love. They are your clients and customers.

    Thanks for reminding us again these very important lessons!

    • http://tim-bonner.com Tim Bonner

      Hi Chadrack

      It did surprise me I have to say. The restaurant is a well-known chain in the UK and I’ve been to others around the country and couldn’t fault them.

      I’m not sure I’d go back to the first restaurant again saying that.

      I completely agree with you about the customer experience in blogging Chadrack. If you don’t treat your readers well then they’re not going to stick around for too long.

      Thank you for some great comments Chadrack and I hope you’re having a productive day.

      Tim

  • http://custom-writing.org/blog/author/jane Jack Milgram

    Hi Tim,
    I could not agree with you more about the importance of customers’ experiences. Everyone want to be welcome, and we always remember the after feelings of dealing with not only companies, but also bloggers. Great examples – I like the comparisons you make.

    • http://tim-bonner.com Tim Bonner

      Many thanks for your comments Jack.

      When a business gets the customer experience right, you’ll want to go back again and again.

      We felt very hassled at the first restaurant and didn’t give feedback which as an afterthought we should have.

      Thank you for your kind comments Jack and I hope you have a great weekend.

      Tim

  • Chimezirim Odimba

    It is important that we all remember how we feel when we go to places that have poor customer service and also remember how we feel (in comparison) when we go to places that have great customer service. Doing this will help us know things to avoid and things to implement in our various businesses.

    • http://tim-bonner.com Tim Bonner

      Hi Chimezirim

      Thank you for visiting my blog. It’s great to see you here.

      I completely agree with you. We can learn a lot from poor customer service as much as we can from great customer service.

      In hindsight, we should have given the first restaurant feedback so they could have also learnt from it.

      Some people were voting with their feet so I’m sure they got the message in any case.

      Thank you for your comments Chimezirim and I hope to see you again soon.

      Tim

  • http://marketingwithsergio.com Sergio Felix

    Hey Tim, I guess customer service represents a LOT in every type of business and I have the perfect example for this…

    There’s a mini market franchise in Mexico called “Oxxo”, those are all over my city and the idea is to make them function the same way including prompt, helpful service.

    There’s one of these stores really near my girlfriend’s house and whenever I feel like getting a beer, I normally go there but there’s one female employee there that every single time she sees me coming, she tries to make my life impossible.

    If I say “thanks” she doesn’t says anything back, if I ask if there’s a current beer promotion she rolls her eyes like she is doing me a favor, it’s just unbelievable and recently, even the old sir that helps with the packaging in exchange for tips, gives me hard stares.

    I honestly can’t stand going into that place and I rather go to the actual super market (which is in front) and spend a lot more time going to pick up the beers and everything but at least, not going freaking crazy mad because some person really dislikes me.

    Now I only go to the mini store when I’m on a hurry and I can’t make it to the super market, it’s insane but oh well.

    I would never do something like treating my customers bad and that obviously goes all the way to my own blogs.

    I even care about customer experience so much I just set up a specific place for receiving customer tickets… now I hope I can configure the site properly though lol now that’s another challenge on its own! ;-)

    Sergio

    • http://tim-bonner.com Tim Bonner

      Hey Sergio

      Needs must when it comes to beer mate but that lady sure doesn’t make it easy for you to buy it!

      Whenever I am confronted with that kind of situation I usually just smile and be as nice and friendly as I can. Inside though I’m wondering why I bother!

      I can see how much value you bring to people with your blog Sergio and the wonderful videos you have on there.

      I’m in awe of them and still haven’t taken the plunge myself yet. Bad me!

      That’s a great professional approach as well, setting up a specific place for receiving customer tickets.

      It should help to keep everything organised in one place as well.

      Now I’m thinking about beer…

      Tim

  • http://markharai.com Mark

    I grew up around my parents hospitality/ services businesses.

    “The customer is always right” was what my parents built their businesses on.

    There’s a few customers that need to be thrown out on their butts; but these are worst kind of human being that nobody likes anyways… LOL! (I’m just kidding)

    Cheers mate!

    • http://tim-bonner.com Tim Bonner

      Hey Mark

      Sounds like you had a great grounding and upbringing Mark. Whereabouts in the US did you grow up?

      Some customers can be tricky and maybe not always right, but any feedback whether good or bad is something we can all learn from.

      Thank you for coming along to my place. I was glad to see you.

      Have a great week Mark.

      Tim

      • http://markharai.com Mark

        Hey Tim – I grew up in Southern California and Las Vegas, Nevada.

        I never got used to things closing down after dark after growing up in Vegas, haha!

        I just didn’t like the direction things were going years ago in the states.

        Many of my friends thought I was crazy with my predictions of what the future held… They are now living it :o

        The numbers didn’t add up and it wasn’t like you couldn’t figure that out if you did some simple research.

        There were many warnings of the situation the U.S. finds itself in today… Nobody wanted to listen to the crazies : )

        Anyhow, happy to be in paradise enjoying the family and working on building an online business, which I think you know is a new goal of mine : )

        I’m stoked to be connected with you, Tim – lets make some chit happen – cheers!

        • http://tim-bonner.com Tim Bonner

          Hey Mark

          I grew up on a farm in England in the middle of nowhere!

          Sounds like if there were more crazies out there then the whole world would have benefited and still can.

          I can’t see things getting too much better financially in the short term here in the UK.

          The banking crisis really didn’t help matters! I’m glad we never went down the Euro route though.

          Definitely great to be connected with you Mark.

          It must be great living in paradise :-).

          Have a great weekend.

          Tim

  • Joe Boyle

    I’ve noticed this recent trend where webmasters are creating dozens upon dozens of niche sites in a machine-like order, and then wonder why they don’t convert. There’s a reason for that – much like your first waiter, they aren’t there to help the consumer! If the webmaster could focus on each and every customer/reader/visitor on the same level that your second waitress did, perhaps they’d be more successful.

    I believe in the strong idea that, for the most part, outsourcing things will never work on the internet. Sure, there are a few exceptions to this rule of mine – the biggest are Virtual Assistants and such – but only people who aren’t actually communicating with people. I take great pride in providing the greatest service possible to my readers and clients, and that is a value that I’ll never let go. I would hate to be on the receiving end of a really bad service, and thus I try to make mine the best that I possibly can.

    Great post, Tim!

    • http://tim-bonner.com Tim Bonner

      Hi Joe

      Welcome to my blog. It’s great to see you here.

      That’s a great ethic to have Joe – taking pride in providing a great service. If things do go wrong though, any feedback you get is useful as a learning tool and will only improve your service further I’m sure.

      I think in terms of niche sites, if there’s no quality there, Google will just slap them down. Whilst creating them in a machine-like order a few years ago may have converted well, that just isn’t the case any more. Poor quality content just isn’t going to get people anywhere these days.

      Thank you for your comments Joe and I’ll be sure to check out your blog in the next couple of days.

      Have a great week.

      Tim

  • http://www.donnamerrilltribe.com Donna Merrill

    Hey Tim,

    What a great way to illustrate customer experience! I think we have all experienced similar situations. It is so great to keep that mindset when we are offering something to our customers.
    They are our life blood. We need to give more to them than anything.

    In my consulting business, people are always shocked when I spend extra time with them and not charge them for it. I will even make follow-up calls or messages if I know someone is having a problem. This has been the backbone of my business for years. It became a word-of-mouth internationally.

    Donna

    • http://tim-bonner.com Tim Bonner

      Hey Donna

      It sounds like you really know how to value a customer and that is after all what they want.

      And word-of-mouth recognition, I feel, is one of the most powerful to grow your reputation and business.

      I can see how passionate you are about your consulting business Donna from reading your blog. It’s a real lesson in customer experience for everyone.

      Many thanks for your comments as ever Donna and I hope you have a great weekend.

      Tim