Employees in your startup and customer loyalty.....
Nonveg, extra spicy, gravy!?” my friend shirish the epitome of brevity, explained our wants while simultaneously questioning the waiter on the dishes that fit the profile. The waiter suggested some, shirish selected some and the waiter left.
Frankly, I was bracing myself for severe disappointment. The restaurant was dark at 12 in the noon, empty with us as the only patrons and the one waiter. Earlier while entering the restaurant I had noticed the same waiter walking two people out past us. Considering the escorting they got I wrote them off as some bigshots, we both had pulled our own chairs. Mumbaikars tend to make themselves at home, wherever they are. We were in Aurangabad by the way.
So the waiter came with our order served us the gravy and then very carefully lifted the rotis and placed them delicately at our plates. I can’t tell you why this caught my attention, the gesture, the very action was done with a grace I cannot describe. I looked at him for the first time, curly hair, semi-formal clothes and a smile. I would have been cheered up by his demeanor but I was yet to taste the dish, which I already knew would be less than appetizing. The first bite of the chicken however made me remember my English teacher, who was a vegetarian herself but loved to tell me how I was wrong all the time. And I was, this time. The food was fantastic, infact the best nonveg gravy I ever had. I began wolfing it down like it was the last meal I would ever had, only to be brought back to civilization by someone politely clearing his throat standing by my elbow. “ Ahem...sir is it spicy enough? we could make it more if you want.” No way any mortal was going to take this food away from me, no one! I opened my mouth to voice my denial but shirish beat me to it, he said “yes, spice it up a bit please.” You moronic bast%&*, you!!!!
I kept looking at him shell shocked as the waiter removed the gravy boat, shirish was completely engrossed in eating oblivious that I was planning ways to murder him. The only reason I hadn’t attacked already was because I couldn’t choose what to hit him with. The water carafe or the glasses. Glasses had the projectile advantage but carafe had the handle, it was heavy, it would hurt more and importantly I could remain connected with him throughout the impact, taking in all the satisfaction. I moved towards the carafe but was stopped by the waiter replacing our gravy boat. That was fast! I was pretty sure he had just added a dash of chilli powder ruining the taste, but surprise surprise, somehow the dish was more delicious, he did everything properly.
[Result: customer satisfaction] [Customer loyalty: 50%]
After our lunch I asked our waiter if I could get some tea, the waiter regretfully informed, that they don’t serve hot beverages but he could try asking the cook (No chef please). I could have really used a cup then, but asked him not to bother and instead questioned him about the hotel rooms just above the restaurant. He called one of the staffs from the adjoining hotel lobby and urged us to go have a look ourselves, he said he will keep the bill ready till then. We checked out the rooms and returned to our table. As promised he had kept the bill ready but my eyes were firmly placed on the steaming hot cup of tea besides our bill. Now, this was more than even Shirish had ever done for me, I seriously considered his position as my best friend, really what use was this guy? He answered by picking up our tab and the matter was settled for then. The waiter must have obviously noticed that I looked a bit let down back when he said they don't serve tea and so he had arranged for the it clearly deducing that it would cheer me up. whaddaya know.....Decision making ability.
[Result: customer delight] [Customer loyalty: 80%]
While we were about to leave shirish told him about our ten day stay next month in Aurangabad and asked him if he knew where we could get rent a bike. He said he doesn’t know of any such dealer but he asked us if we see the black fiero by the door. We said yes, he told us “that’s my bike, I come in the morning and leave by night. You could take it whenever you want while you are staying here.” We just smiled at him, tipped him and left. The guy had literally blown my mind with his response. Then he came to escort us out the door, so basically those guys I notice earlier weren't big shots, he just made everyone feel that way. I was now overwhelmed,which was apparently the exact way shirish felt because I am pretty sure I heard him mumble “some guy” as we tried to hail an auto.
[Result: customer overwhelmed] [Customer loyalty: 95%]
I don't know the hotel owner or manager, but I will visit it again. The taste helps for sure but the awesome hospitality takes the cake.
My amateur analysis for regarding employees: (Experienced experts may skip this part.)
1) The service at a fine dine or any starred restaurant always seems a bit unreal (make that fake). The service is always forced out of them under the watchful gaze of one of their superior. This guy had no one watching over him, not even a cashier present at the restaurant, but what he did , he did from heart, because he could and not because he should. His loyalty converted in my loyalty for his employers.
Do your employees love working for your company or they are forced to be helpful, client's could tell, you know. Do you sweat to keep them motivated? Why not focus on keeping them happy instead, let them motivate themselves, especially in start ups.
2) This guy was innately helpful and very sensitive to patron's likes and dislikes and obviously went out of his way to make their day better.
Degrees are fine, but an employee's nature must be a fit with your company's culture. A job shouldn't be a job, do they understand how important their tasks are even if they seem menial? Have you ever explained them what an impact their job has in the big picture? A person who is naturally helpful may end up beating all the guys trained to be helpful.
3) There are jerks all over the world, no doubt he must have had his share yet he seemed indomitable in his hospitality. He didn't seemed worn out to me or bored, he seemed genuine.
Employees sometimes pour their heart out for a task and expect acknowledgment if not praise from your clients. Sometimes all they receive are complaints. its you responsibility to make them understand, to work hard but expect nothing from a client. Instead why don't you as a company celebrate their hard work and genuineness besides targets for a change.
Epilogue: Imagine your business development guys like him, customer support, client relations, if you have but a handful of such employees interacting with your customers current and prospective what would be your brand image like, how loyal would be your customer base??
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