Sometimes it’s the little things that make the biggest impact on servicing the customer. An example of this comes from Panera Bread, a restaurant that recently opened in the Coconut Point shopping center. Panera Bread was nominated for their Over the Top customer service based on one simple gesture that spoke volumes to their customers. Upon entering the restaurant, a couple was having a difficult time making a decision on what to order. They both wanted salads but couldn’t make up their mind on which kind to choose. Just then, a worker came out of the kitchen and offered them a free sample of their new flatbread pizzas. As the couple tried the food, they grew more confused because they really liked the sample. The manager suggested they choose one of the pizzas to split between the two of them while sharing one of their signature salads. A perfect solution. This couple stated they felt, “the employees really cared about the customers’ experience by offering them fresh samples of their signature dishes and assisting them in deciding what to order.” Moreover, the couple also noted that this one simple gesture opened up a dialogue among the workers and the customers which strengthened the customers’ experience.This is a great example of how something small, but meaningful can set your business apart from the competition. This is a win-win situation for both parties. The customer positively reacts to the extra attention and the business sells their featured item. Through this gesture, Panera was able to connect even more with their customers by opening up conversation and building rapport with them. Suggestive selling such as this is most effective when there are experienced workers promoting the item or service. It can backfire when inexperienced workers cannot answer questions about the product or cannot effectively carry on conversations with the customers.

How can you promote your services or products to customers? If you aren’t able to offer samples of your own product or service, there are creative alternatives. Perhaps offering a free service as a raffle item to customers entering your store can spur enough conversation for both of you to learn more about one another. Offering samples of food, even if it isn’t within your business, can also open the lines of communication with your customers while they enjoy a tasty treat.

Article published in “Bonita Business News”, a magazine published by Fort Myers News-Press, November 2007.

Click here to nominate a business.

Visit bonitabusinessnews.com