A few of y’all know that in a previous life, I was a Customer Satisfaction Specialist for a world-renowned Fortune 100 Company.
What does this mean, exactly? Well, for the particular company that I worked for, our “customers” were actually employees; hence, we were measuring their satisfaction with the internal services we had in place, such as employee benefits, pension, payroll, accounts payable, etc.
Are you yawning yet? Sorry, stay with me.
So, I helped develop surveys and statistical benchmarks, and was responsible for deploying, collecting and interpreting data. Then, I helped develop training plans to increase satisfaction wherever our scores were low. Finally, I trained those employees and re-surveyed their “customers”, to ensure our training efforts made an impact on the overall satisfaction score.
And then I became a blogger. Natural career path, right?
Okay, so I took the roundabout way of completely reinventing myself. However, the reason that I tortured you with the details of my corporate past was to underscore one point:
I know what good customer service is.
I know what it takes to delight your audience, whether it be customers at a fast food joint, clients of a law firm, parents of a school child, or even a passenger on public transit. Because when it comes down to it, the one thing that sets a business apart – in terms of service – is the ability to consistently, positively and creatively surprise its customers. Oooh – that calls for a bolded statement:
The Service-Oriented Business: consistently, positively and creatively surprises customers.
Of course, without a real-life example, this would just be another training session in a stuffy boardroom. Ta-da! I just happen to have a recent experience I can draw from. Now pay attention food and entertainment brands, because this is how it’s done.
A little backgrounder info. Months ago, I fell into conversation with Milestones on Twitter (@MilestonesCA), letting them know that my husband and I met for the very first time at a Milestones – in fact, it was a blind date!
Er – 2006 is a typo – our first date was actually in 2005. Which my husband totally caught, and totally made me miserable over. He now has a free pass to forget a birthday or anniversary. Not that he ever will; but according to him, it’s the principle of the matter. You’ll see below I redeemed myself with the date… but the damage was done. Men.
Anyhoo, we’ve had a little tradition ever since that fateful day back in October 2006 2005. Every year, we return to that very same Milestones location and reminisce about our first blind date. In 2006, the first year back, we chatted about our upcoming wedding, as we were already engaged. In 2007, I ordered bland, carb-heavy foods, as I was battling (all-day) morning sickness from my pregnancy with Ryder. And in 2008, it was one of our very best date nights as we left Ryder with my mom and toasted a baby-free evening. And so on, and so forth.
This year, as part of my partnership with Transat Holidays, I was presented with the opportunity to vacation with my family in the Mayan Riviera, Mexico… from October 18th to 25th. Which meant that we’d be missing our annual Milestones dinner, but hey… beers in Mexico. You gotta do what you gotta do. And, we assured ourselves we’d simply take a raincheck and have the mini celebration some time in November.
And then, Milestones showed me exactly why they’re INCREDIBLE at creating an unforgettable customer experience. On the morning of the 19th, as I grabbed my phone from my bed in Mexico, the following tweet was waiting for me:
Whoa…. two words. MIND BLOWN. Until then, my husband and I were the only ones who kept our little tradition alive, and truly didn’t expect anything, or anyone, to acknowledge the date. But here is a brand that understands the importance of love, relationship, commitment, food, family… and how it all comes together in a hodge-podge that we call everyday life. And how they’re a part of our lives, a part of #ourstory, and that makes them more than just a restaurant where we satisfy our craving for hot artichoke dip. It makes them family.
Well, Milestones, you’ve done something that this former Customer Satisfaction Specialist only dreams about: you’ve consistently, positively and creatively surprised me. And to that, I raise my glass to you. And in that glass is your Original Bellini.
Also, the Disney Planes and Kinder Eggs for the boys? Like, the best prezzies ever. They’re obsessed with both. Which means that now that November is here, we’ll need to come visit you at the Queensway location, and celebrate nine years of love.
Thank you, Milestones.
that is so sweet. Ive never heard Of milestones. Obviously the blind date was a hit.
Oh, you must check it out! I think your nearest location would be Whitby.
well we arent going anywhere this christmas so maybe Ill get hubby to take my on a long awaited and needed date night.
Wow, amazing customer service! I have never been to Milestones but after hearing your story how they went above and beyond I might just have to go check them out!
I think you definitely should do that!
That’s really an awesome example of customer service and keeping customers happy!
Love it! Thanks for sharing!
Yes it is! Love the surprise and delight factor!
That’s awesome Lena! That’s what you call great customer service. I have my own little story: I love Milestones and we usually go to the one in Whitby to celebrate. One night we had to wait a little longer than usual for our meals, the manager came over and apologized and gave us a $50 GC towards the next meal. When we eventually went back, we saw him on duty that night and mentioned how nice he was to us when our meals were delayed, when the bill was ready, he had deducted 50% off our bill. How awesome?
Oh that is so, so good to hear Tricha! Thank you for sharing your experience!
Wow, that’s pretty impressive! Happy 9th anniversary to you two. I don’t think we have a Milestones here in Winnipeg but I believe they are affiliated with Swiss Chalet, Montana’s?
Yes, that’s correct Lori!
Good news Lori… We are opening in Winnipeg in 2015 we already have our site picked out!
Excited to have you visit!
Exciting news for sure!
That is a beautiful story, Lena. Also beautiful what Milestones did for you both.
Happy belated anniversary!
I’ve not been to Milestones before, but you better believe I’m gonna find the nearest one and check them out.
Thank you Freda :) And yes, I absolutely recommend that you check them out!
That’s a great story Lena! Happy Anniversary :) I’m excited to hear that there are companies that pride themselves on exceptional customer service. We’ve always had great service at Milestones.
I’m glad you’ve had great service at Milestones (though it doesn’t surprise me!)
Wow, that is impressive! I owned my own business and I completely agree, businesses do need to “consistently, positively and creatively surprise its customers.” It isn’t enough to meet expectations. If you want to delight your customers you need to exceed their expectations. Milestone did a great job and look at the incredible advertising and goodwill it brought them!
Also, that is a sweet story. Happy belated anniversary!
Thank you Amy! And I’m so pleased that you can relate to demand for exceptional service. It’s what sets businesses apart!
That is so wonderful of Milestones. You must have felt so special to have been recognized like that by them. Kudos!
Absolutely :)
Wonderful! Great caring made real!
For sure Linda!
Spending time with your family in Mexico is priceless.
Hahaha yes, it was too hard to pass up :)
I just adore stories like this. It’s so nice when brands go out of their way to make you feel special. Happy Belated anniversary!
Thank you Julia :) And I agree – stories like this warm my heart!
Wonderful news we don’t hear too many positive customer service stories as I have learned from being on the other side of things…working at Crate and Barrel customer service. Vanda
I’ll have to come see you one day, I’m sure you provide amazing customer service :)
Wow! That is such an incredible story. What an amazing thing for Milestones to do! Happy Belated Anniversary. Stories like yours melt my heart.
Thanks Christine :) Our actual wedding anniversary is July 7th, but after writing this post, I think our first date anniversary has achieved more recognition!
This is SO RARE nowadays! Way to go Milestones. It’s so nice to be appreciated :)
Love stories like this showing brands that really get what engagement and top notch service is! Thanks for sharing the story and happy anniversary!
Love Milestones…such a great post!
Wow that is truly amazing! I love Milestones and especially their Portobello Mushroom Chicken and a delicious Belini or two to wash it down! No seriously that is wonderful! I have always had great customer service there.
Sounds like a GREAT place! Thanks for sharing this lovely story
Loved reading this story! Milestones has fantastic food and, of course, the bellini!
Now that is a WONDERFUL story! I really enjoyed reading it. :)
What a great post! We love to go to Milestone’s :)
wow thats just so sweet …very nice …you guys sound like you enjoy the time you spend together i love spending time with my husband , i wouldn’t wanna spend it with anyone else but him , kudos to you both :)
it’s nice to companies who do little things to reward customers who interact with their social accounts. it doesn’t have to be a WestJet Christmas surprise, but even a handwritten note of thanks can go a long way
Awesome, blind dates do work sometimes! Worked with me and my hubby
What a fantastic tradition you have Lena – and kudos to Milestones for going over and above great customer service ;)
Awesome customer service! Never heard of them before.
Awww that’s super duper sweet of them! Now that’s customer service :)
Wow, what a wonderful gesture! Also, that’s a really sweet tradition you two share.
bet you won’t miss next year
You can sure feel good customer service too, when it’s sincere. This is a great story
Beautiful story! I love Milestones at Islington – Queensway location! Outstanding service and great food as always!
This was such an enjoyable read with a good cup of coffee. Ive never heard of milestones.