Dinner Time


Posted by: dschreiner in service strategyservice 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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