It's amazing to me how much more service means when you're on vacation, as my family is this weekend.
We love to frequent a little eatery here on California's central coast. The food is good, the atmosphere is one-of-a-kind, and the service is usually great.
Usually. 
These past two days, on two separate visits to the restaurant, the service has been lousy. The first time, we waited 20 minutes before they even took our order. Then, my wife's food wasn't what she thought it was going to be...the waitress wasn't that concerned. To top things off, my iced tea was never topped off. No refills. Bummer.
Tonight, the service was slow again. Plus, we were able to sit close enough to the server station to hear the servers talking about their "picky" customers, and making little jokes about them. Not cool.
The sales lessons:
- If you think your customers aren't hearing you rant about them, you're probably wrong...they're hearing every word.
- Little things usually make the difference between a great customer experience and a sub-par customer experience.
- If you're an owner, make sure you aren't blowing it when it comes to the "little things". Everyone in your organization is selling, all the time...whether they like it or not. Here's my earlier post about that topic.
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