Comments on: So you think you know me? Lets talk.

By: setchells

setchells — Tue, 19 Jan 2010 18:08:25 +0000

Its funny Bob, I have also starting going to different locations.The next problem will be they all catch on to what I like… then what?

By: Casey Cheshire

Casey Cheshire — Mon, 18 Jan 2010 16:45:55 +0000

I totally get where you’re coming from with this article. It might all come down to presentation, or better yet, as you suggest: conversation.
It’s hard to fault the fast-food employees. Being recognized is a special experience, and as someone who has experienced the blur of that industry- it’s even more of an achievement in that environment!
That said you have a valid point and I’d separate the issues into two parts. Recognize me and then talk to me. Those locations have the first requirement. And now they need a conversation which could be as quick as “Good morning! Want the usual?”

By: Bob O'Brien

Bob O'Brien — Thu, 14 Jan 2010 19:47:51 +0000

Steve,
I agree with the “one-way conversation” problem. To continue using the Dunkin donuts example, I would stop in the same one every morning when I was working in Lincoln. Once I became a “regular” it would be on the counter by the time I came through the door. On the surface that sounds like great customer service. Except that by the time I took my first sip (a mile away) I’d find that it was different every day. I must have the “everyman” face because they knew I came in every day, but couldn’t quite remember what I ordered. Sometimes trying too hard is just as dangerous as not enough. By the way, I stopped going to that store.

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Thu, 14 Jan 2010 04:22:02 +0000

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