Winning Lost Customers

Winning Lost Customers

I was lost. Completely lost. My business meeting was cancelled 12 hours prior. My flights delayed. And I’d never been to Disney World so I just wanted to drive up and see it.

I took a turn into an empty parking lot. It seemed there had been activity just a few minutes earlier, but I had escaped the traffic and commotion.

But as I turned into the dimly lit parking lot something amazing happened. It was so amazing that it startled me. Freaked me out actually.

I drove into the lot and was merely looking around when I noticed half-a-dozen employees or so. I couldn’t tell if they were about to clock out for the night and leave or what was going on. But as soon as they saw me 1/2 a km away, they started waving frantically like they were saying hello to a long lost friend they hadn’t seen in ages.

“Welcome!" They were shouting. Smiling, waving, greeting me—their long lost guest.

Let me remind you. I was lost. I had no idea where I was. I wasn’t a paying customer. I had never been here before. And I was in an obscure parking lot at 9 at night. Yet there they were, welcoming me.

How’s that for customer service?

It’s not what you say. It’s what you do when no one is looking. They made my night. With all of the flight delays and traveling, that was the highlight. Someone who gave me a magical moment in the middle of a random parking lot on a rainy night.

Are you wowing people as they approach your business? Or is it just another random car that’s lost?


(photo via tony fischer)