I deem it the Marci Factor. It's doing business because of someone and not solely because of something.
First I should begin by telling you there are four spots across our land that I love. One of these is Pass-a-Grille, Florida. It's a little beach community on the southern tip of St. Pete Beach. My wife had been down for the week on business and I flew in for the last few days to soak up a little sunshine...and we were blessed with spectacular weather. But back to why I am sharing this story with you.
There is a restaurant called The Seahorse that sits on the bay. It is our breakfast spot and has become an important part of every visit to the area. Yes, it is a fabulous spot. Yes, the food is really good. However, there's something more going on.
On most trips I like to sit at the bar and eat my breakfast. I tell my family it makes me feel like a local. There are times I have sat at the bar and my family got a table. It sounds crazy, but is part of the charm for me. But all of this story has been setting up the real reason I am sharing. Her name is Marci. She is the manager and takes care of the bar area. Plain and simple, she just gets it!
Marci treats everyone like a local. You see, I am in Pass-a-Grille once, maybe twice a year. But each time, she remembers me. She remembers what I like to drink and always makes me feel like she is glad to see me. She is the same with everyone, every time.
There are countless places in the area to get bacon and eggs, yet we ate there three times on our visit. We were buying a product many other places could have given us, but we kept coming back. It felt different. It felt good. It felt like more than just breakfast fare.
In a world of terrible customer service, it is refreshing to get this experience. It makes me want to go back for much more than the delicious food. I salute Marci and all the others out there spreading the joy each day. We need more Marcis. We need more joy. And we need to do a better job of letting them know they are making a difference in people and that we appreciate them.
So, today, I say Thank You Marci! Thank you for making an ole' boy from Kentucky feel like a local...
Come on folks, let's follow her lead! Swagger On Friends!
Written by Derron Steenbergen, President of The Swagger Institute.
The Swagger Institute is a business development company specializing in sales training, motivational speaking, customer service training and organizational consulting.