“It’s on the house” – improving the customer experience

How Unexpected ‘Extras’ Make a Huge Differance in a Customer Service Experience

Whether traveling for business or pleasure, there comes a point where eating in restaurants becomes tiresome. And predictable. That’s why it came as such a refreshing change this summer in Dover, England when we visited La Scala Italian restaurant. As he served our 8 and 10 year old girls, the proprietor added, ‘If you finish all your supper, I’ll bring you some ice cream.’ He looks at Lydia and I and adds, ”on the house.’ After the main course, he offers Lydia and I some cappuccino; again, ‘on the house.’ Finally, he brings gelato for the girls, and lemoncellos for Lydia and I. The liqueurs are naturally ‘on the house.’ The bill was not cheap, but all the extras made it seem like a bargain. The proprietor knew the value of being REMARKably different. What are you providing for your customers ‘on the house’?

Today’s chuckle:

That which you cannot give away, you don’t possess; it possesses you.

Written By Jeff Mowatt (original content – not AI generated)

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Jeff Mowatt is a customer service & sales speaker, customer service & sales trainer, a business communication strategist, award-winning speaker, and best-selling author.