Work with your Customers on THEIR Terms

This week I was driving from Benton to Bardstown, Kentucky on the Western Kentucky Parkway, or “The WK” as it is commonly called. There is a rest area near Beaver Dam between Paducah and Louisville that everyone refers to as the “Half-Way Café.” I stopped to get lunch at an Arby’s where I ran into a fast food genius!

The elderly couple in front of me did not seem to be familiar with the finer aspects of fast-food dining; they were somewhat confused about how to order, where to get their drinks and condiments, and where their order would be delivered. The shift manager “knew” her customer. She spoke a little louder and a little slower so they could hear and UNDERSTAND. She was patient, and took time to explain everything, even walking down the counter to point out were everything was located. They happily picked up their order and sat down at a table.

I stepped up to the counter, and the shift manager recognized I was an Arby’s veteran on a mission and in a hurry, and provided prompt, friendly service. The elderly couple and I wanted the same thing – lunch. However, our needs were very different, and the server recognized that difference and gave both of us GREAT service, because she served us based on OUR needs, not hers. All of us would do well to mentally evaluate our prospects and customers, and provide them what they need the WAY they need it.