Unexpected Service

by Danny Summers

Once in a while, we experience Unexpected Service. Those moments when service goes above and beyond what's expected, leaving a memorable and positive impression. It's those little extras or thoughtful gestures that surprise and delight us, creating a connection beyond just a meal or a transaction.

The idea for this message came from two recent and very different restaurant experiences. One, a traditional restaurant, and believe it or not, one a fast food drive-thru.

The first experience was at a local restaurant here in Marietta called Come N Get It. It's a step back in time when every restaurant was an eat-in experience. Come N Get It can transport you back in time to your grandmother's dinner table. We're talking fried chicken, meatloaf, catfish, a large variety of fresh vegetables, including real southern traditions like collard greens and fried okra – and too much more to even list!

Karen and I walked into Come N Get It a few weeks back. It was just after the noon-time rush. We stepped up to the counter to order and were greeted by Tim Formby. Tim instantly said the following with a big smile, "Good afternoon, folks. We are so glad you came to see us today. What can we prepare for you?"

His words instantly prepared us for a great lunch. We ordered, found a table, one with a blue checkered tablecloth, and waited for our order to be delivered. While we waited, we saw Tim greet more customers in the same inviting and friendly way. We also saw him come out to check on everyone's food, how they were doing, and if they needed anything else. Our food was soon delivered to our table, and we enjoyed that grandmother-approved, oh-so-good lunch.

As we finished, we decided to order a dessert to take home with us, so we stepped back up to the counter. There was Tim. As I ordered our to-go dessert, I complimented him on his customer service and asked him how he developed his approach to greeting and caring for customers. He said,

"I just treat each customer the same way I want to be treated."

Such a simple statement, and so true. Unfortunately, not many people today think this way. But obviously, Tim made a big impression on us, and it was a level of Unexpected Service!

Oh, and if you are wondering what that grandmother-approved, oh-so-good lunch looked like... SEE IT HERE.

The next Unexpected Service experience surprisingly happened at our local Zaxby's drive-thru here in Acworth. If you don't know of Zaxby's, it is a franchised chain specializing in Chicken Tenders, with the original location being in Athens, GA. Yes, UGA "Dawg" country.

As I pulled up to the Zaxby's order kiosk, I was greeted with the most professional, friendly, and helpful voice. I couldn't see the person, but I could tell it was a young lady. She welcomed me, guided me through the order, suggested a few additions to make sure I didn't overlook anything, and invited me to pull around to the pickup window.

As I reached the pickup window, a different young staff member greeted me, took my payment, and I waited for our food. While I was waiting, I could see and hear the young lady taking the kiosk orders. She seemed very calm, and at the same time very detailed. It was easy to see why she made such an impression with her voice as she took my order.

It's pretty amazing that the voice of someone you can't see can make a very positive impression, that Unexpected Service. I don't know how much effort the owner or manager put forward in order to attract this young lady to this position. But it was obvious, she is one of the best in this position you can find.

Following this experience, I received the usual survey on the purchase, and I decided to respond. A portion of the survey asked if you would like to give credit to any staff member. In that section, I told of my experience with the wonderful voice in the drive-thru, and I suggested that this person train others or at least set the standard for how to hire for the position on a corporate level. I couldn't give her name, but described it enough that the location owner would surely know who I was referring to.

Both of these were Unexpected Service. They both show how easy it is to exceed typical expectations today. It's really pretty sad for the level of no-service most retail businesses provide. But... you can be the exception... the Unexpected Service!

So here's a challenge for you...
    •    Does every customer who walks through your Garden Center gate or door receive Unexpected Service?
    •    Do you know what you want your customers' experience to be?
    •    How do you involve your team in creating your customers' experience?

I hope by now, you know where I am going with this... Dan Gingiss, our keynote speaker for The Fall Event 2025, will be focusing on you and your team being The Experience Makers!

I believe we all need to be there! And speaking of The Fall Event 2025...

Danny Summers
[email protected]
Tel: 678-909-7770
Cell: 678-761-7145

REMEMBER: Your interaction (by phone and email) with Group Service Providers such as Tim Quebedeaux, Sid Raisch, John Kennedy, Jean Seawright, and of course Danny Summers are included in your retainer!