I worked at KFC for 8 years and we were taught that customer experience was even more important than the food. Of course the chicken with 11 herbs and spices was a key part of the experience. However, it’s relatively easier to prepare chicken following the colonel’s rules, than it is to deliver exceptional service.
There are several components of service. Is the place clean? Or does it look like downtown Port of Spain on Ash Wednesday before the Cepeppers pass? Too many of our food places don’t pay attention to the space between the counter and the front door. And how about a smile? There should be a sign on some menu boards that says “you pay extra for smiles”.
Whenever I ask my friends which companies in Trinidad give the best service, there is silence. There really is a huge opportunity for a business to differentiate itself on “service”. It’s likely to be the only one in its sector offering it.
