As with beauty, client service excellence is in the eye of the beholder. For that reason, five-star service is more a frame of mind for the individual than a goal for the masses. It's not about being all things to all people; it's about being specific things to specific people.

To deliver killer customer service to our customers, whether they're businesses or consumers, we need to understand them first. What are their expectations? What is their perspective, based on where they are today? What would make this interaction perfect for them? Whenever we take the customer's viewpoint, we are that much closer to successfully building a relationship with that customer—and ultimately securing loyalty and positive word of mouth. And we are that much closer to unlocking the hidden power of our customers.

Case Study

Mighty Fine Burgers Serves It Up Right

“Do you want red, yeller, or white?” may be a question you are asked when ordering up your meal at Mighty Fine Burgers, Fries, and Shakes in Austin, Texas. That's the restaurant's unique way of saying “ketchup, mustard, and mayo” and one of the many ways Mighty Fine creates an experience for its guests.

K&N Management is the licensed Austin-area developer for Rudy's Country Store & Bar-B-Q in Austin and the creator of Mighty Fine Burgers, Fries, and Shakes, two fast-casual restaurant concepts. This small business has Wow-ed its customers in a big way through its vision to “become world-famous by delighting one guest ...

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