Customer Loyalty From Small Gestures

Happy Friday from Brisbane. Feel free to read it or watch the 48 sec. video.

Soon after my brother died in a car accident, I took myself out to an outstanding Italian restaurant. While the food, wine, and service were exceptional, tears were continually surfacing as my mind and eyes kept drifting out the windows to the vistas beyond; only brought back into the room by the rowdy hen’s party beside me.

Upon finishing my meal a waiter arrived with a glass of Limoncello: “Compliments from the owner,” he said. I was deeply appreciative.

I later researched who the owner was and emailed my gratitude, mentioning the passing of my brother and how it had been a rough day. He responded by saying he had noticed I was doing it tough and thought the drink might help.

That was fifteen years ago.

Ever since, I have been a frequent patron of Tony Percuoco’s restaurants: first on the Gold Coast and where I am now at Ristorante Tartufo in Brisbane. And not only have I eaten here on my own (probably hundreds of times) but have also brought my friends, family, and clients; and referred the place many times to others.

Tony made an observation, followed through with a small drink gesture, and in the process, created lifetime loyalty.

To consider: What small gestures can you provide to promote customer loyalty?

Ray

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