If you’ve been reading my stuff for very long, you’re aware that I think about hospitality a lot.
I use it in broad terms – I think that the work that we call Customer Support, Customer Success, Customer Service, and so on, all fall under this same umbrella.
Before I worked for Automattic I had a successful career in high end coffee – before that I was in grad school and working in restaurants and cafes.
One piece that’s worth keeping in mind, one cornerstone to excellence in hospitality regardless of industry, is that we’re playing a team sport.
Today is my fifth wedding anniversary (Happy Anniversary, Doc!) – last night we went out to a nice dinner. She had a lobster salad and I had the tuna steak. During our meal, I noticed a waiter serving a large table next to us.
Each of the entrées had toothpicks with different colored foil on the end – some red, some blue, you know the kind. As he turned his back to the table to pick up another diner’s plate, he’d quietly remove the toothpick, leave it on the larger serving tray, and present the entrée to the customer, announcing confidently the entrée, the sides, the special bibs and bobs requested by that particular diner.
If you’ve worked in a restaurant, you know what those toothpicks were – they indicated the done-ness of a steak, or which cheeseburger had the Swiss rather than the cheddar. They were little reminders built into the process to allow the server to present an entirely seamless and apparently perfect experience to the customers without holding all of that information in his head.
(This was a table of maybe twelve diners? Not an easy task to remember every person’s nuanced order)
It was an interesting reminder for me, that a seamless and lovely delivery to a customer, a shiny and outstanding experience, is the result of a whole team of folks working behind the scenes – working to support one another just as much as they’re working to support the customer directly.
(I’ve written some about this here and here.)
This kind of internal hospitality may seem small – a cook leaving reminders of what makes each dish special – but it adds up to a lower effort, higher-level experience for the customer.
It’s easy for us to extend this idea to the work we do in developing software. Think of your internal tooling – are there obvious, visible flags for features or situations where things are different from the usual? How much do you make your colleagues lives easier?
This doesn’t just apply to development teams working with success/support teams, either. If you work in a customer-facing role, whether support or success or whatever, how easy do you make it for others in your company to understand your work? What are the toothpicks that you offer to make their jobs easier? Do you have a standard, easily replicated template for bug reports that includes steps for reproduction, customers effected, and a consistent urgency scale?
(If not; think about making one 🙂 )
The customer experience, especially an excellent customer experience, is the end result of tons of tiny decisions, all stacked on top of one another. It’s only possible to really do the very best for our customers when we first do the very best we can for one another.
Simon Ouderkirk 