Mar
27
Mary Mac’s Tea Room
Filed Under Marketing | Author: Gerald Smith |
Welcome Home! That’s a nice touch; not quite true, but certainly forces me to examine the brand experience stepping into the Georgian Terrace Hotel in Atlanta, Georgia today. It’s a beautiful place reminiscent of the historic south. Customer service was around every corner.
I’m here for eCamp. It’s an owners-group of like-companies from various markets across North America. We meet twice a year to share experiences, catch up, steal ideas and make them our own. In the friendliest of ways…
As usual, the hotel room wasn’t ready, but hey its lunchtime anyway. The concierge sent me to Mary Mac’s Tea Room, just down the street. He called it southern-comfort food. After an hour or so, including fried oysters & shrimp, collard greens, sweet potato soufflé, and peach cobbler; I wasn’t feeling much comfort at all.
From the moment I sat down I was treated as though I was a regular customer. The waiter never attempted to get to know me. Everything he said and did was to treat me as though he already knew me and as if I was in-the-know. I never felt like an outsider. I immediately felt accepted.
Most restaurants never realize the great privilege they have for immediate customer conversion. Having entered the restaurant and sat down, I immediately moved from prospective-customer to customer. So, all efforts were then focused on moving me from customer to brand-champion, and Mary Mac’s Tea Room has a proven formula; conversation. Everything was about the conversation. They understand the age of engagement.
Most organizations don’t know their customer, much less ever engage in conversation. I’m talking about meaningful conversation; what keeps them up at night and what gets them up in the morning? What are they saying? Who are they talking about? What are they saying about you?
Most organizations continue to only talk about their product; its features and benefits. B-o-r-i-n-g!
Ask questions and engage! Today’s questions are tomorrows conversations with others.
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One Response to “Mary Mac’s Tea Room”
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Just a thought,
When you are uncomfortable after a large, rich meal, try a cup of tea. It will make you feel better.
Regards