The Boos and Ooos of Speedy Customer Service


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Lightning fast service often comes with lightning bolts of customer service disappointment.
[insert audience boos here]

When it doesn’t, we’re shocked.
[insert audience ooos here]

I’m going to write about exactly that.

New York City, Wednesday, around 12:30pm. Everyone is hungry and everyone is out and about, buying lunch, including myself, in this hustle and bustle.

It’s hot and I’m craving a salad.

I enter Pax (did they name it this on purpose since it’s always ‘packed’? Get it? Hee hee), a sandwich and salad chain, across the street from the office.

It’s a small room, with crowds from wall to wall.

I pick up my bowl of lettuce and wait in the long line. Within only a minute or two, it’s my turn to customize my salad creation.

They kindly take the salad bowl from me, pour the lettuce in a sparkling metal bowl, all the while smiling and ask me what I would like in it. The one “salad chef” as I’ll call him, tosses in decent amounts of the veggies I’ve selected and mixes it all up so fast. I feel as if I’m watching a magic show where the ball is hidden under one cup and they are switching them around and around. There are two guys standing behind the counter, whipping up vegetable concoctions. After the one “salad chef” completes his task, he swings the bowl over to his counterpart to top it off with dressing and any last fixings.

Within no more than 4 minutes, I have a fresh, delicious salad.

I wait in a separate line to pay where again two employees are working together to help the line move quickly. One individual takes my salad, says “hello” and asks how I’m doing, asks if I’d like a roll, points out where the utensils are located then calls out the price to the cashier, who smiles and takes my payment. She hands me a receipt and says, “Thanks! Have a great day!”

The Ooos

Efficiency: Through delegating tasks and proper staffing, efficient service lines are created and traffic flows quickly.

Friendliness: Hellos and how are yous, smiles and kind attention to detail of their food products all the while helping the customer get what they need leads to many happy returning customers.

Reliability: I know I can expect this same level of service every time I come to this store. This gives me a sense of trust with the company.

Quality: The quality of the service holds a high standard; always fresh and clean, despite the fact they are always so busy.

The Boos

I really don’t have any gripes about fast, efficient and friendly service. I might gripe about the price that they charge for their salads, but then again, this is New York City.

So, the next time you’re out and about, think about the ooos and boos of the place you’re munching on lunch at. What catches your attention? Are there places you’re a huge fan of because they continue to ooo you? Where have you been lately that has made you boo?

Republished with author's permission from original post.

Jenny Dempsey
Jenny is Consumer Experience Manager for Apeel Sciences and FruitStand with more than 15 years of customer service experience. She is co-founder and a regular contributor on


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