When all the little things align

I want you to think of two memorable times you went out to dinner – one really good experience and one really poor experience.

Here’s an example of a poor experience:
The service is slow, the kitchen is unorganised, the meals are served incorrectly, you’ve waited a long time, you begrudgingly pay the bill, you leave disappointed, you won’t come back.

And here’s an example of a great experience:
The service is excellent, your meals arrive on time, they taste delicious, you’re politely given the bill but don’t feel rushed, you talk glowingly at the register and want to give a tip for the excellent service, you leave on a high, you tell people you loved it, you’ll definitely be back.

With either experience, can you see how all the little things compound to a greater outcome?

A poor experience
Slow service means fewer customers can be served. Incorrect orders means food wastage. Long wait time means no tip. Leaving disappointed means poor reviews. You won’t come back means no repeat business. No one does well from the experience.

A great experience
You end up paying more (which you’re happier about), the wait staff get higher wages through more tips, the tables get turned over quicker, the business gets more word-of-mouth and also more repeat business!

Can you see that when all the little things work together, the overall experience is dramatically better? (And same goes with the opposite?).

If you can make all the little things align, the payoff is incredible.

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