A tale of two yogurts
What could have happened that would have made this a great experience, win-win for all, instead of the usual mediocre, transaction-based commerce?
A great experience
- Welcome me enthusiastically. Perhaps tell me the color of my T-shirt looks great on me. (Make me smile.)
- Offer to put my purchase in a larger cup and explain that you know it is hot out there and you don’t want the stuff melting on my silk T-shirt.
- Mix the damn sprinkles in so I have joy throughout and I am not anxious that there will be no sprinkles for the last bite.
- Offer me a “green” alternative like a cone. I may not want a cone, but the public relations is great.
- When I bring in a friend who has never been there before, offer to upgrade my small to a medium size serving as a thanks for my referral.
- If it is a self-serve yogurt shop, let me guess the weight for a free serving. It is fun and playful.
- Offer me a punch card to keep me coming back (even if I lose it at the bottom of my bag). A free anything feels like a coup. Do what it takes to keep me returning to your yogurt place, as there are so many similar options.
- Make me a “yogee devotee” by use of guest history — learn my name and my favorite flavors. “Hey, Nanci, glad you came in out of the heat. I know you love coconut, but this peanut butter rocks.” New Yorkers especially stick close to their neighborhoods whenever possible. It makes sense to drive the business back to you.
- If you know I run a hotel, offer to sell me yogurt coupons to reward my associates and their families.
- Have fun with your guests. This could be the best part of their day. When you make people feel good, they will be back.
- Keep some cool magazines around — get people hanging out to create energy. It will bring others in.
- Connect with me before I leave. Thank me profusely for my business or tell me a joke before I leave. “Leave ’em laughing,” as they say. It is possible to create an emotional connection to a yogurt shop because as with any operation, it is the people that make the difference.
Observe: The more we know about our guests, the more we can personalize the service.
And finally (How could I resist?) …
Soft serve: May your yogurt, gelato, ice cream or tofutti bring a smile to your face, create laughter in your heart and the understanding that you, more than any dessert in the world, can be the sweetest part of a person’s day.
Whatever you do, whomever you serve, make a difference.