During a recent day-trip to Baltimore, my family decided to have lunch at Shake Shack
. While the team obviously shows great care in selecting quality ingredients and preparing delicious meals, the service is what stands out. It was lunchtime, so the place was packed. Yet, it took us less than five minutes to zip through the line to order our food.
They value my time.
Then, our two year old son decided to have an epic meltdown before the food came. Out of nowhere, one of the employees brought a small cup of vanilla ice cream (with sprinkles) to pacify him. It worked like a charm.
Key Point: Anticipate my needs.
When our buzzer rang to notify us that our food was ready to be picked up, I went to the counter to get our meals. Before heading back to the table, I needed to make a quick stop to the condiments station to get a few small cups of ketchup. Another employee saw me balancing the tray and immediately swooped in to help me carry everything to our table. It turned out that the employee was the General Manager of the restaurant! He stayed for a few minutes and chatted with my family, inquired about the taste of the food, and invited us to come back.
Key Point: Make us feel like we are the only customers who matter, at that moment.