.Most people in marketing think that CRM and customer delight is very academic and involves technology and a lot of planning. Given below are two incidents where technology was not involved at all. The service providers provided customer delight because they believed that the job they were doing was not for money or recognition. They loved their job and wanted their customers to enjoy the moment.
The first incident happened when we visited USA in 2008. Padma and I were shopping at Walmart for our daily staples. The Walmart that we went to in Rosewood, Pleasanton was huge. It would be the size of two football fields. We had a pleasant but tiring shopping experience, and our shopping cart was full. We took a pit stop at the Starbucks in Walmart itself.
We ordered coffee and were waiting. The Barista was within our vicinity. Suddenly Padma piped in, "Did you get bread? We have no bread at home". Seeing my crestfallen face, Padma gave out an exasperated sigh. "I knew it. Why don't you go and get it?"
The bull (Taurean) in me reared up its head. "No," I said and dug in. The bull had found its resting place.
Padma had a hard glitter in her eyes (Afterall, she is a Capricorn and the goat too can be stubborn). "Your wish" she shrugged her shoulders "you are the one" she twisted the sword deep into the torso "You and the children are fond of bread. I can always eat rice and be contented".
Hearing all this was the pretty barista. She walked up to us and set down our coffee. She enquired "you missed buying bread?" I nodded my head, slightly irritated. She said, "Enjoy your coffee" and disappeared inside. Within seconds she was out, and she was wearing inline skates. She took two dollars from me and off she went like a silver bullet.
She was back within two minutes and in her hand was a fresh loaf of bread. Without a word, she gave us the bread and went back to her serving station. We were so stunned that we could not even thank her for the service. She took a little more pain so that her customers loved the Starbucks experience. Even though the incident happened over twelve years ago, it is etched in my memory as if it had just happened last week.
The second incident happened to my facebook friend, Rebecca Forster, the famous novelist. Rebecca was partying on 31st December night at Hay 19, Redondo Beach, a coastal city in Los Angeles County, California,
They were at a neighbourhood pub/restaurant. Rebecca and her friends ordered food and our their darling waitress says "it's four hours till we ring in the new year".