"A Cheeseburger Without Cheese"

Imagine walking into a restaurant and ordering a “cheeseburger without cheese.” This is one of my favorite stories to share from my book.

What kind of response would you expect from your server?

• The server could correct you and say, “You mean a hamburger?”
• Or the server could say, “Absolutely, how would you like it done?”

Two different responses to the same request. This actually happened years ago when I was dining out with my family. Having worked at Ritz-Carlton, I was curious to hear the server’s response. Unfortunately, the server corrected the customer, saying, “You mean a hamburger?” You could sense the customer felt offended and embarrassed. For whatever reason (perhaps cultural), this was how the patron chose to order.

I believe we should all do business the way customers want to do business with us. For example, my new Travel Advisor friends prefer connecting on Facebook rather than LinkedIn. So, what do I do? Tell them to contact me another way? No, if they’re on Facebook, I’m on Facebook.

What if the server had responded, “Certainly, my pleasure. Would you like fries with your sandwich?” No one would have been offended, the order would have been taken, and the meal prepared as requested.

When a customer leaves a message asking you to call them, please call them. Don’t text or email them.

When a client asks for a “classroom setup without the tables,” give them chairs without saying, “You mean theater setup?”

How are you interacting with and delivering for customers the way they want?

According to a study by Salesforce, 76% of customers expect companies to understand their needs and expectations. This highlights the importance of meeting customers where they are and delivering services in the way they prefer.