As 2018 came to a close, I was catching up with friends over lunch at Peranakan Place. It was a typical gathering until one moment completely surprised me.
Our lunch ritual was straightforward: we ordered the rich and flavorful Nyonya Laksa, indulged in great conversation, and saved room for their delightful desserts. The Laksa was delicious, but we left a small portion behind to ensure we could enjoy their renowned sweet treats.
Just as we were chatting and waiting for dessert, one of the chefs, Danny, approached us. Concern was evident on his face as he introduced himself and asked, “May I know if there was a problem with my Laksa?”
I was taken aback, not by the question, but by his genuine care. He had noticed our unfinished dishes and, rather than assuming the worst or ignoring it, he chose to seek feedback. Even though we assured him the Laksa was excellent, his willingness to embrace potential criticism left a lasting impression on me.
The Hidden Power of Genuine Care
Customer service is a massive $350 billion industry, and it’s evolving rapidly. Businesses now employ innovative strategies like multi-channeling, robotics, and self-service interfaces to improve customer experiences. While these tools are valuable, they shouldn’t overshadow the fundamentals of human interaction.
At its core, customer service is about care. Do your employees genuinely care about the experience they provide? Are they willing to go the extra mile for your customers?
Danny’s gesture reminded me that care is an emotional connection. It’s what builds trust, loyalty, and repeat business. The intangible nature of care gives it immense power—it’s what keeps customers coming back.
Why I’ll Be Back
Peranakan Place didn’t just deliver a great meal; they delivered an experience. Their chef’s attentiveness and care turned a simple lunch into a memorable moment.
As a customer, I’ll gladly return—not just for the food but for the feeling of being valued. Isn’t that what we all want?
Reference:
Blake Morgan, “Customer Service Is A $350 Billion Industry, And It's A Mess” Read the full article on Forbes
