Organic Service

“Vivi” at Tee-Jay Thai Sushi in Fort Lauderdale knew we were in a hurry when we sat down. We only had 30 minutes to enjoy one of our favorite meals and let her know. She reacted instantly with positive understanding, captured our requests quickly, succinctly recommended some new items and then flew off to the kitchen to mobilize the chefs to get our orders quickly. She returned with our first plates and even more enthusiasm, wanting our 30 minutes to be as wonderful as they could be. She checked our water and drinks, brought the rest of the plates and then left us to enjoy some moments alone. About 25 minutes into our meal, conscientious of the time, she brought our bill before we asked for it, thanked us profusely and invited us to come back and stay longer. She created our experience organically, in direct response to the circumstances, what we needed and the anxiety we were feeling. Instead of what could have been frustrating for both server and guests with the initial rush and anxiety, Vivi reacted to the moment and “organically” created a wonderful 30-minute experience with the circumstances presented to her at that moment. We now go out of our way to eat at this restaurant, stay longer, spend more and always ask for Vivi. Organic service pays off.

With all the changes and updates in technology, guest preferences and lodging options, being able to respond and deliver in an Organic way will be key to long term success and loyalty and the positive reviews and referrals triggered by positive emotions. Consider going “organic” in your service strategies and plant seeds for unexpected and rewarding guest and employee experiences.