Random Acts of Great Customer Care - 1 | Customer Relationship Development | Forum

This is the first of a series about Random Acts of Great Customer Care.  I hope to illustrate by experienced example the effect and presentation of the businesses I encounter who are completely customer-centered in everything they do.   Perhaps one of these articles will make a difference in how you do random acts of great customer care in your business.

Customer Care and Fox Hills

On Thanksgiving, Lou (my wife) and I went with her Dad and step-mother to the lunch buffet at Fox Hills Golf Course, North of Plymouth, MI.

Fox Hills does a tremendous holiday buffet service that is open to the public and seats 300-400 people at one time, and serve about 1,600 meals on Thanksgiving.  At almost any time through the day, there are 100 diners selecting food from the several tables of buffet arrayed in the food area.  The customers are friendly, often recommending things to each other and generally just having a great time.

You wouldn't know they were that busy as you relax and eat a wonderful meal.

That's part of the point of this post.  The service at Fox Hills is wonderful, efficient and almost unnoticed (that's a good thing).  Each table has two young servers whose job is to make sure you have what you need, feel welcome and comfortable,  always have a beverage and that you never have an empty plate on your table when you come back from selecting your next course.  They do an amazing job of keeping up with all the people moving about.

Today, there was a shining example of the priority the folks at Fox Hills place on Customer Care and Hospitality to their guests.

We've been to Fox Hills before, and they used to have a little dessert item that we call "chocolate mousse meeses." It's a delicious little bite of chocolate covered, chocolate mousse in the shape of a mouse. (That part isn't important, but it's fun to say mousse meeses.)  Today, and the last couple of times we were there, the chef didn't include the mousse meeses on the menu.

So, Lou asked a young woman, who was probably a dining room manager, if she knew what happened to this favorite dessert.  The young woman, with a full dining room and the hostesses just seating a table of 20 said she didn't know, but the chef would and that she'd find out.

Leaving the entire dining room behind, she walked directly to the kitchen and came back within about a minute or two with the report from the chef.  ( He hadn't made any mousse meeses this time, but perhaps would add them back to the menu. )

That's an example of Amazing attention to little things that they do at Fox Hills to make their guests and customers feel welcome and well served.

This made me wonder, what could any of us do in our own business environments to provide that super level of service and customer care to our visitors and customers?

I think I can make a case for the level of service demonstrated by the folks at Fox Hills.  What do YOU do in your business that is like this example?

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