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In February of this year, I took a vacation with a friend of mine to sunny California. Leslie had never been to one of my most favorite hamburger places, In-and-Out Burger, and with great anticipation and excitement we bounded up to the counter to place our order.  Upon hearing that this was Leslie's first visit with In-n-Out Burger- the woman at the counter rolled out the red carpet!  With enthusiasm, she welcomed us to "her" restaurant and proceeded to tell us some of the inside information reserved only for special customers. We learned about items that are not sold on the menu!  (Ask about the special sauce and French fries!).  The meal was delicious but our service experience was even more memorable.  The woman at the counter exhibited such care and excitement and service that we took the time to call the 1-800 number to share our feedback.    What can we all take away for our own businesses?

• Passion - Do your employees share your company's products and services with passion and excitement?  What are the policies for ensuring that new customers are treated with extra special care and attention?
  

• Knowledge - The restaurant representative "educated" us on the restaurant and new items not on the menu. How about your staff members? Do your employees take the time to share information freely?
  

• Consistency - For organizations to excel at service, every "touch point" needs to convey the same message.  Does a customer have a consistent service experience at every step: from their encounter through your website, to your receptionist, to the person on the phone, sales person, shipping person, or manager?
  

One of the services I provide clients is to help as a service consultant in equipping organizations with services resources and training and consulting.  A 1 to 3 year journey allows organizations to have "staying power" so as to literally transform a company with average service to an organization that consistently exhibits a transformational culture of service.