I'm not a big fan of fast-food, but Long John Silvers is one of the few chains I like. Unfortunately, there's no longer any LJS locations in my immediate area, but I was out of town yesterday, and while going through the area, decided to stop by their Long John Silvers.
I placed my order, and the cashier told me the total and I took out my wallet to get the money. As I did, I noticed that the cashier dashed over to the food area and quickly completed my order, so that by the time I had my money out to hand to him, he already had my order ready. The entire transaction from the time I walked up till when I left with the food probably took 60 seconds.
Then as I was eating, a worker walked around sweeping the dining area. An elderly woman got up with her cup, obviously wanting a refill. The worker quickly reached her and asked 'Ma'am would you like me to get you a refill?' The woman stammered 'Why yes....yes I would!' obviously shocked that the worker had offered to refill her drink. A few seconds later, he walked up and asked me if I wanted a refill, then asked if my food was fine and if there was anything I needed.
The workers in this particular restaurant understood that how my current experience goes, decides if there will be another one. I was impressed when the cashier literally ran away from the counter to fill my order (normally when a fast food cashier is about to receive money, no force on earth could pull them away), so that I had my food waiting on me as soon as I paid for it. And I was floored when the working sweeping the dining area offered to refill my drink for me.
By giving me more than I expected during this experience, this particular LJS ensured that there will be another. Maybe I just caught them on a good day, or maybe this particular restaurant is committed to giving each and every customer a refreshingly positive experience.
But one thing's for certain, the next time I am in Huntsville, I'm going to give them another chance to impress me.
The Viral Garden, Marketing, Long John Silvers