Dinner Time
Posted by: dschreiner in service strategy, service delivery on
Jan 30, 2009
My wife and I scheduled a dinner with my 80 year old parents last week. Knowing they like to eat early, I winced as I suggested 6pm. They accepted as my dad was motivated to show off his new car. As we started to get ready to leave at 5pm to make our 20 minute drive to the restaurant, I remarked to my wife that we would arrive over a half hour early for our reservation. She said: “that’s okay, your folks will already be there”. Sure enough, they were just getting out of the car when we arrived. I’ve seen this pattern play out time and time again. What are the implications for a business serving the mature adult. It’s pretty simple: on-time means a half hour early. And the mature customer likes to be acknowledged and served when waiting. This evening our hostess asked if we would like to be comfortably seated in the lounge as our table was prepared. Smooth move.
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written by JasmineHolmes, April 05, 2009
Dave, I have a boomer-aged client that I meet with every Friday. I make it a point to arrive right on time for our meetings but was disappointed because he was always there before me. Even if I showed up 5 minutes early, he was already at the meeting location and ready to go. I could not understand why he was always so early but your post made me understand that "on-time" to my client really is a half-hour early. Thanks for the helpful insight. Since reading your article, I always try to arrive early to show my client that I appreciate his promptness.
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