A while ago I noticed something at our local Arby’s restaurant that I have not seen in other dining places. They have a customer service bell. It’s located near the exit so as you leave you can easily see it. The purpose is to ring the bell if you received good customer service. It lets people (both employees and customers) know someone just received good service.
What a great idea!
One of the bedrock components of my Amazing Service System is that you need to create easy ways for your customers to give you feedback. Of course, I’d prefer most of the feedback mechanisms you create are more sophisticated than a bell, but a bell does have some good points.
It’s auditory so it pings a different sense than most feedback tools. And it’s fun so, perhaps more customers will use it. And it lets everyone in the business know someone is sending good feedback. So it’s 100% transparent.
There’s one problem though.
I’ve never heard it rung. And, I’ve never been compelled to ring it. Not once have I received service in Arby’s that has made me think of ringing the bell. That’s not to say it’s never been rung. I just have not witnessed it.
And if it’s not rung very often, what does that say about the service Arby’s is delivering? Is it that bad? Or are customers just not getting the whole “ring the bell” concept?
Either way, I like the idea of using a bell. And it offers a simple and easy way to explain an important part of Amazing Service.
Give your customers a bell to ring and give them a reason to ring the bell.
Do that and you’ll be delivering Amazing Service.