George. When a Customer Feels The Love

My partner Michelle and I celebrated our anniversary this past Friday evening. Staying at a city hotel I purposefully mentioned to four front of house staff the reason for our visit, to see how responsive they were on special occasions. Zero effect. We later went to dinner at a wonderful restaurant called Georges on Waymouth and again, I mentioned the special reason for our dining out. George, the owner, thanked us warmly for choosing his restaurant and toward the end of the evening had a freshly decorated "happy anniversary" sweets plate delivered to our table. When we add a meaningful wow factor—no matter how small it is—in the mix of our customer's experience with us, it goes a long way to retaining them over the years as a repeat customer and creating another person who does free advertising for us. And George, he is getting both.