Just returned from a very nice lunch at Hummus Bros. on Wardour street, Soho. The food was great as always, but it was the attention to their customers that really showed on this visit (I usually get take away).
I was eating with two work colleagues and, being the gannet that I am, I finished first so was sat chatting and waiting while they finished. On seeing this, one of the waiting staff brought me over a complimentary glass of mint tea.
And when my friends had finished they each got a glass too so as not to feel left out.
The cost of doing this is negligible. But it shows a great commitment to quality customer service and left me feeling as though they valued my custom.
As Apple’s Steve Jobs says, it’s about the total end-to-end experience. Having a great product that people want is one thing but making it a great experience to buy the product, use the product and a pleasurable follow-up service is what makes companies stand out. And in this market, coupled with the highly competitive landscape of central Soho at lunch, Hummus Bros. deserve to do well.