I decided to try out a new coffee shop this morning. I
could immediately tell that there was something different
about this place.
It was clear that the staff LOVE coffee by the way they
went about their business. They seemed to be fully
engaged and were excited to share their enthusiasm with
Then they took it a step further.
After I took the first sip of my latte, the young barista
eagerly asked 2 questions:
- What do you give it on a scale of 1 to 10?
- What would make it a 10?
These two simple, pointed questions accomplish so much:
they ensure satisfaction, they allow valuable feedback, and, perhaps most of all, they show a commitment to excellence that is rare in today’s market place.
The fact that they are delivered face to face, rather than through a comment card or internet survey, ensures immediate results and fast feedback. These two questions are far more helpful than the standard, “Everything OK?”
What questions do your staff ask to guarantee satisfaction, and what questions SHOULD they be asking?
Dare to ask!