What’s the Point of Customer Service: Got Cheddar Biscuits?

///What’s the Point of Customer Service: Got Cheddar Biscuits?

What’s the Point of Customer Service: Got Cheddar Biscuits?

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Red-lobster-biscuits Bill Darden opened his first restaurant, The Green Frog, at age 19. From the beginning, Bill’s restaurants focused on quality and service, so he says. With a passion for seafood, it was only a matter of time before Bill and his team opened the first Red Lobster in Lakeland, Fla., in 1968.

Personally, I never liked the Red Lobster, not for a minute. I think it’s the lobsters tied up in the tank as you walk in the door. Until October of 2010, I hadn’t been in a Red Lobster since 1985!

Several months ago at Coverings in Orlando, FL, I found myself in a hotel next to a Red Lobster. My plane arrived late and I’m starving, not having had enough peanuts and pretzels on my Southwest flight. Here I am no car and starving. I look out my window and in front of me is a Red Lobster—oh no, I think, the lobsters! After much trepidation, I decide to go to the Red Lobster — and what a surprise.

The building is new, everyone is smiling and everything is clean, and I mean clean. And did I say packed? I ignore the lobsters; they’re still in the same place and get seated at my table. I order my iced tea and out comes the iced tea with cheddar biscuits. Fluffy, toasted and smelling so good; I can’t believe they’re so good; for one thing, I don’t really like cheese. I talk with my smiling waiter who says, everyone loves our signature biscuits, that’s what we’re known for. (I smile thinking maybe he’s part of the new marketing team and I can get him to take the lobsters out of the front.)

I order my plain fresh catch salmon, no butter please, broccoli steamed, no butter please and a salad, dressing on the side. Oh I forgot, and one more biscuit?

What’s the point? It all goes back to how do you get known, what’s your differentiation, what’s your competitive advantage? Bay State Rug has Alex, an Englishman, with lots of good advice as well as a sense of humor. I went through all the commercials and I think they’re quite cute. I particularly like Alex wrapped up in the drapes. Are commercials customer services? Of course they are? Anything that happens to the customer is either service or not service. What are you doing to provide service for your customer? 

  • Do you know what makes you different? 
  • Is this difference important to your customers or just your staff?
  • Do you know what your customers like, or do you do what you like? It reminds me of a recent conversation, should we stay open on Saturday—no one else does. Isn’t the whole world open on 
  • What are you known for, how do you know?
  • When was the last time you talked with your customers about your business?

Without customers you’re out of business, period.

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By |2017-03-03T12:07:13+00:00July 18th, 2010|Customer Satisfaction|0 Comments

About the Author:

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses. Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand. Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine. A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women. As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter. Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

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