We were at an offsite this week. The morning before we started, I asked a hotel staff member if I could have a larger bowl for breakfast.
He brought me one.
The next morning, I walked in first. The bowl was already at my seat. Nobody said anything. It was just there.
Every morning after that, same thing. My seat. My bowl. Without asking.
This is customer service.
Not the big gestures. Not the apology when something goes wrong. Not the script. The remembering. The anticipating. The small thing that costs nothing but signals everything.
He didn’t have to do that. Nobody would have complained if I’d had to ask again. But he remembered. And every morning I sat down feeling like they gave a damn.
We all talk about customer service. This is what it actually looks like. Not the big saves. The small things. Remembering what someone needed last time. Anticipating the question before they ask it. Making them feel like you give a damn before they have to wonder.
A bowl. Every morning. That’s it.