Articles

“Have You Visited Before?”

Jana M. Kemp

The American Swedish Institute greeter and entry-fee-taker asked “have you visited us before” as my father and I entered the museum. I think this is a wonderful opening question. This question is both a welcome and a query that allows the greeter to customize her next comments to visitors. The question also brings immediate potential value to each visitor.

There are several value propositions that grow from asking have you visited before. It saves the visitor time by not having to hear explanations which have already been heard. And it provides the greeter an opportunity to showcase what is new in the museum (or store, or restaurant).

In Nampa, at the Mona Lisa fondue experience restaurant for dinner I had a similar experience. Four of us had our first dining experience at the restaurant. Our waitress asked “have you eaten with us before.” We all said “no” in unison. “Well then let me explain our menu ... ” and so she cheerfully did. We understood our options and the menu. As customers we felt fully informed, explanations were clear, pricing was defined and our server was patient and friendly without being obtrusive. When our waitress discovered that one of us loved cheese, she happily suggested and brought additional cheeses for the table.

No this isn’t a restaurant review. It is proof that from the beginning of the dining experience we had a good, a customized and a memorable experience. And it is proof that with the right coaching of front-line service providers, the providers can have more fun on the job and the customers can have such a good experience that they’ll return. And that’s the point. No repeat customers and business is tough to maintain.

One more great customer experience story. While shopping with my mother, we’d been to two other stores and enlisted six total customer service people while trying to find a list of three things. Finally, at an ACE hardware store, a young man (appeared twelve or so and who was the son of the store owner) greeted us and asked if he could help us find anything. With our list in hand, we said “why yes.” Our assistant was friendly, knowledgeable about where to find things in the store, a great listener and polite.

ACTION ITEMS: Find out what your customer service contact people are saying to customers. Work with your team to create language that is repeatable and that enhances customer experiences. Ask customers questions that allow you to customize their visit.
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Reprint Permission: The author is willing to grant reprint permissions. Please contact Jana Kemp: jana@janakemp.com or call 208-367-1701.