Sea World presents a charming day…with a catch

January 4, 2012

I am surrounded by Cookie Monster, Elmo and Bert, as they dance to a catchy tune about letters and numbers. For a moment, I think about throwing caution to the wind and join in the two step. The furry creatures that taught me the ABCs are now paving the path for the next generation and I can’t really control myself.

The smiles on our children’s faces are as wide as Texas.

The live shows were a dazzling display of beauty and strength.

Recently, the family spent a spectacular day at Sea World San Antonio on a mild late summer day. The sun beat loud and proud on that day.

This treasured day, however, almost didn’t happen.

Our plan was simple:

-Open the doors to the park at 10am.

-Stay until exhaustion beat us down.

 The skies on that particular Saturday morning, however, were hostile. Drizzle and fog dampened all spirits. The previous night’s rain, thunder and lightning displays were legendary.

After a few hours of wishing, hoping, praying that the rain would stop, we caught a break.

The skies lightened just enough to let us into the park around noon.

Despite our late start, we were ambitious about our pursuit of trying every ride, coaster, game that was available at Sea World San Antonio. With the park featuring Halloween hours and events (until 10pm), we believed that we had plenty of time to ‘give it a go’.

We petted the sting rays, bobbed and weaved on the Shamu Express roller coaster, laughed on the merry-go-round, and marveled at the artistry and acrobatics of Azul. Azul was a major departure from your typical dolphin show. Talented professionals swam, dove, climbed, soared against a majestic backdrop of light, color, sound.  Unbelievable.

Even I tested his nerves on the jaw-dropping Steel Eel. As I made the slow, methodical incline prior to the ride’s steepest drop, I wondered, “Why am I doing this?” When it was over, I was ready to do it again!

Then, unexpectedly at 5pm, we heard this over the park’s loudspeaker:

“Attention please; because of inclement weather earlier in the day, the park will be closing at 6pm today. All Hallowscream activities are cancelled for tonight.”

The words: “What?”, “Huh?” could be heard reverberating around the park.

This was a surprise in the worst way.

I realize weather plays a significant role in the unpredictable schedules of most of these amusements parks, yet we wouldn’t have made the decision to enter the park around noon (at full price!) if we knew the day was only six hours long instead of ten hours. With the sky clearing, it didn’t cross our mind that the park would close early.

Most likely, we’ll return to Six Flags San Antonio for some stupendous fun. This bout of unfortunate, nearly unfathomable, news probably put a frown on the furry faces of Cookie Monster, Elmo and Bert as well as on the faces of the Austin visitors.

Until next time,

Dan Naden

1 Comment | advertising, Atmosphere. Customer Service, Communication, community, customer experience, Customer Service, knowing your customers, marketing to kids, Texas | Tagged: , , , , | Permalink
Posted by Dan Naden

What One Restaurant Did to Guarantee Repeat Business

December 7, 2011

A typical day becomes extraordinary when a SURPRISE appears.

For restaurants, surprises are repeat business. If you can get someone to return to your location, you’re well on your way to survival ability. Restaurants might bring in a person one time via a Groupon, advertisement, word of mouth, yet can they ‘wow’ you enough to bring you back for a 2nd visit?

The stats of restaurant flops are astounding:

Will a restaurant 'wow' you enough to bring you back?

About one in four restaurants close or change ownership within their first year of business. Over three years, that number rises to three in five.

Personally, I’ll try most restaurants once. A friend may say: “Hey, you must try that new Mexican restaurant that just opened up down the street.”

If I don’t get a personal recommendation, I’ll sometimes succumb to a 2 for 1 Groupon offer at a steakhouse.

A warning for all restaurant owners: If something about the experience doesn’t dazzle, I won’t return – my money and time are too valuable to waste on the mediocre.

My family recently visited a breakfast place in San Antonio named, the Egg and I.

Like most new places we frequent, we were referred by a friend. The noise of radio, TV, billboards, newspaper, Web, F’book, Twitter becomes just a little noisy to remember anything.  The power of word of mouth marketing can’t be contained.

We stumbled into the Egg and I at a slow pace. The previous day’s excitement at the super-fun Sea World amusement park had us moving at a whisper.

The food: stupendous.

The service: timely.

The finish: something to remember.

We received the check from our server and then she handed us a red envelope.

Who doesn’t like receiving things in a red envelope?

I proceeded to start to tear open the envelope when our waitress said:

“Sir, please don’t open the envelope now. When you return to visit us here at The Egg and I, please hand the red envelope to your waitress and she’ll open it for you at your table. It’s a gift for you for returning to visit us here at the Egg and I. We thank you for your business.”

So what’s in the envelope? It’s pure marketing genius.

“Do you have what it takes to win?”

Free gift inside

Winning is all about discipline; do you have what it takes?
Can you contain yourself? Big time prizes are calling your name if you can wait to open this envelope.

I remember ticking the days off a calendar until Christmas morning. Now, years later, I experience a similar tension as I count the days until my next visit to The Egg and I. I can hear the sound of the envelope being torn open now. The waiting game until the prize is revealed.

Think deeply about what surprises you can bring to your business. It’s a no-brainer that you must deliver a spectacular experience, yet strive to create an event that your customers will remember: an event that will keep them scurrying back for more.

Until next time,

Dan Naden

Leave a Comment » | Atmosphere. Customer Service, marketing, Marketing Event, restaurants, retail, shopping, simplicity | Tagged: , , , , | Permalink
Posted by Dan Naden

Play a game of Hide and Go Seek with your customers

June 20, 2011

Ready or not here I come.

The moment this phrase is written or heard, you know its context: Hide and Go Seek.

When I have some free time, there’s nothing better than playing a game of hide and go seek with my children.

The wonders of Hide and Seek can be introduced to your customers.

I'll deliver a great customer surprise in 10, 9, 8, 7...

My daughter’s on a mission to find the best hiding spot in the house. She’s hid under the bed, in the closet, behind the chair – all without making a whisper of noise. My son still hasn’t mastered the concept. He proudly announces his location after hiding.

It’s a great and treasured moment when you finally find the ‘hider’. You scour every corner and crevice before opening that secret door, and saying, “There you are!”

Can you surprise your customers in a lucky and memorable fashion? Can you have them open an e-mail, pick up the phone, read a blog post, and think, “Wow, this company really cares about me. I can’t believe it.”

How about trying these tips when you want to transition your customers from ‘ho-hum’ to ‘fiercely loyal’?

  1. Upgrade them at no extra charge: I know the economics don’t make sense to do this for everyone, all the time. Pick a long-time customer and move him up to your next level of product and service.
  2. Fix their problems: Surely as the sun will rise tomorrow, customers have problems that need solving. If a customer calls your support line, don’t shuffle him around on the phone tree. Fix the issue right there, right then.
  3. Ask your customers how they are doing: If the only time you call your customers is for renewal, you are missing a golden opportunity. Pick up the phone and ask them how business is going. Thank them for their business and ask if there’s anything you can do to help.

The joy of ‘hide and seek’ doesn’t need to only be a part of childish fun time; your customers are ‘craving’ some spontaneity, some respite from the mundane. Deliver it today without even counting to 20. ;)

My next quest: find a spot in the house that’s hidden from even the most curious and eager eyes. “Ready or not here I come.”

Until next time,

Dan Naden

Leave a Comment » | Atmosphere. Customer Service, Communication, communications, community, Conversation, customer experience, Customer Service, enthusiasm, experience, Ideas, knowing your customers, marketing, work/life balance | Tagged: , , , , | Permalink
Posted by Dan Naden

What are you doing to surprise your customers?

December 13, 2010

We are rarely surprised anymore.

  • In our youth, we leapt for joy when opening that surprise sky blue bicycle for our birthday.
  • We opened our report card in hopes that the letters B or (Even better) A would appear.

In adulthood, life can have a serious predictability, but it doesn’t need to be this way.

New bike for a lucky kid

A two-wheeled birthday surprise gives you a smile.

Let’s bring surprises back.

A few months ago, my wife and I planned on outing to nearby Georgetown, Texas. We Googled a few restaurants in the area, but we were drawn to one for its unique ‘spin’:  Plus Four Dining.

I called the restaurant to make a reservation and was told that they will not be serving off the regular menu that night because of a holiday celebration in Georgetown. They thought it best to go ‘quick and easy’ and ‘off script’ because of the heavy crowds that were expected. The hostess sensed my frustration and said, “Hold on, let me have you talk to the chef.”

“Hi, this is Eric; how can I help you?”

I proceeded to tell Eric that my wife and I were thrilled to sample the unique concept of Plus Four Dining. (The concept was to order an entrée, yet be presented a ‘chef’s pick’ for your appetizer, bread, salad, and dessert.) Order one item. Get four surprises. Brilliant.

We continued to chat for 10 more minutes and I offered him encouragement to push what makes him unique. Passion will win the day.

The evening of dining at Plus Four was a delight. I quickly selected the pork tenderloin for my entrée; my wife arrived at the salmon. We then settled in, sipped a drink and awaited our surprises.

Eric, the chef, drifted by our table and welcomed us to his restaurant. He thanked me for the honest feedback and straightforward conversation. I told him that we craved surprises. If we wanted predictability, we’d sample Cheddar’s or Applebee’s — same menu, same cuisine from here to Tacoma.

Plus Four Dining in Georgetown, Texas

Fine dining and atmosphere in cozy Georgetown, Texas.

The first course set the stage for a series of dazzling dishes. The appetizer was a spinach stuffing ball drizzled with a delectable salsa. We devoured it as if it were our last meal.

The fresh bread was accompanied by a series of homemade butters made of garlic, olive, and honey. I was tempted to lick the plate.

The salad was a perfect introduction to the main entrée. The leafy, shiny, bright green lettuce came alive with a light lime vinaigrette dressing.

My wife and I remarked we already had great food, and the entrees were still to come.

The salmon and pork tenderloin were equally compelling; both were flavorful and paired with sterling side dishes. Most notable were the brussel sprouts; a triumphant partner to the generous portion of pork.

A petite-sized apple cobbler finished the night off with a bang. This wasn’t gorging food as a means to an end; this was a celebration of the scents, textures, and flavors of finely-prepared food paired with a relaxing atmosphere.

Cheers to Eric and entire staff for delivering a personal, memorable, and shareable experience. We will be back to Plus Four Dining.

Here are the takeaways for you, the business owner or customer lead:

1.       If things get predictable, you won’t be remembered. We will always remember the surprises that arrived on our table on that chilly December evening. Are your customers remembering you?

2.       Find a way to make a personal connection with your customers. Eric showed that he cared by visiting our table and expressed his heartfelt appreciation for our feedback. One customer will open the door to your next customer. Treat each one special.

Until next time,

Dan Naden

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Cracker Barrel — It’s Time to Slow Down

May 27, 2007

Rocking Chairs. Old Gas Station Signs. In-Car Bingo Games. Buying Candy from the General Store. What do you think of when you hear these themes?
I did not grow up ‘country’, but I’ve quickly grown an appreciation for the ‘laid back’, ‘personal’, and ‘grateful’ lifestyle that life in the small town/rural areas embodies.

A recent trip had my wife and me stopping at a Cracker Barrel in Beaumont, Texas. As we waited for our take-out meal, we relaxed in the rustic rocking chairs that dot every Cracker Barrel porch. Time seemed to stop. A few people strolled by and ventured inside to the restaurant. My wife and I commented that stress seemed to melt away as we watched the world go by from our rocking chairs.

Before we fell asleep in those chairs, we decided to take a stroll inside the restaurant’s general store. If you’ve been to a Cracker Barrel, you’ve probably taken a glance at some of the numerous items/knick-knacks that dot every general store. What a great way to spend time while your food is prepared! (And what a great way for Cracker Barrel to generate some income for the biz. while we passively wait for our meal!! — very enterprising!!)

As I strolled up and down the aisles, I found some real winners that took me back to the early 80s. Where does Cracker Barrel find this stuff? I remember playing ‘in-car’ bingo when I was a little boy. My face pressed to the glass on one side of the car. My brother’s faced plastered to the pane on the other while we both looked for ‘billboard’, ‘railroad’, ‘truck’, or any other object that would get us closer to saying ‘Bingo’.

I certainly expect Cracker Barrel to continue to be a successful establishment for families and individuals everywhere. They are a welcomed retreat from the hustle and bustle of daily life.
Visit your nearby Cracker Barrel and melt into one of those rocking chairs and just watch the world go by.

Until next time….
Dan

Leave a Comment » | Atmosphere. Customer Service, Cracker Barrel, Relax | Permalink
Posted by Dan Naden

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