Customer Service Success

We all have so many stories of customer service fails.  But there are also success stories and I want to pass one of them along.

Earlier in the week, we were at a Wegmans in Pittsford, New York.  Wegmans is a supermarket chain that started in 1916 in Rochester, New York.  They now are one of the largest private companies in the United States, with approximately 107 stores.  Pittsford is a suburb of Rochester.

The Pittsford store has a "burger bar" where you can order burgers and bring them (if you want) to an outside patio area. 

We had eaten a couple of hours before but it didn't fill us up, so we decided to get a turkey burger - just one.  I usually order water on the rare occasions I eat out, as I try to keep well hydrated.

You order at a counter.  We put in our order for one turkey burger and one order of fries, and the counter person asked what we want to drink. I said "nothing". (I figured we could get some bottled water from our car.) She immediately handed us two cups and directed us to a soda machine in back of us, where we could get water and ice.  She also asked us if we wanted our burger cut in half.

When we told her we wanted to eat outside, she gave us a number and said they would bring us the burger when it was done.  So far, so good.

We went outside, sat at a table and talked to each other, not keeping track of the time.

At the next table was a young man eating some packaged cut up fruit.   He sat there next to us for several minutes.  Then, he got up, and put on a mask. He walked over to us and said "I'll check on your order." At that point we saw his clothing and realized he was an employee who must have been on lunch.

He disappeared inside.

In another minute or so, another employee came with the burger, fries, and two plates.

That young man could have just gone back to work.  But no, he noticed that our order didn't seem to be coming, and talked to us, and I'm not even sure he was on the clock.  And then there was the counter person who offered us both ice water and asked if we wanted the burger cut in half.  And then there was the person who brought out two plates, unasked.  All little things, but they added up to a great experience.

Now, that's caring customer service!

Thank you, Wegmans!

Do you have a great customer service experience to pass along?