Meet Kennisha from Mighty Fine Arborwalk. Kennisha is just one of the team members on our team that focus on creating legendary experiences by delighting guests in a fun, traditional Texas manner. Every day Kennisha guarantees that every guest is delighted because of her; her friendly smile and her ability to remain completely engaged with the person. She embraces Texas Hospitality and creates raving fans. In fact, we recently received a comment on Facebook from a raving fan that Kennisha delighted.
“Just wanted to let someone at the Mopac location (Austin,Tx) in management know what a difference a certain person, Kennisha made in my dining experience. While it was my second time visiting there I noticed she was outside diligently cleaning tables and then came inside and continued doing same, and then was back outside before I left.
She was so pleasant and when I asked a question she went out of her way to answer. She then took my name, went up to the counter and brought my meal to me. I offered a small token tip to her and she refused saying she wanted to make my day delightful. For sure it did. You need to do something to recognize her attitude that is not always found in businesses today. I certainly will return if for no other reason than to see such a pleasant person.”
There has never been a time when word-of-mouth advertising was more powerful than today. Why is that? Well, for starters, the explosion of social media means that my mouth can suddenly reach for more people than the days of phone and face-to-face conversations. If the average person has 100 Facebook friends, then the potential to spread positive or negative feedback about your product, service or organization could reach 10,000 people in a matter of seconds. Over 50% of people under the age of 40 use social media and most of them are greatly influenced by what their friends, family, and other social media users are saying about brands. Creating raving fans has even more influence now than it did 5 years ago. People in the social media world say they would recommend a brand based on their social media connection to it. Bottom line, when you guarantee guest delight and make days, you guarantee that a lot of people will hear about it through Facebook, Twitter, Yelp, and all the other ways our raving fans communicate.
When was the last time you were so impressed by service that you were compelled to tell the company and your 200 plus Facebook friends.