John DiJulius | Customer Experience Blog


Too task focused

Susan Davis, my wonderful editor of the weekly eService, just enjoyed her 20th wedding anniversary at a local Italian restaurant. She and her husband exchanged cards and gifts with each other at their table during dinner and left them on the table throughout their meal. The waiter never picked up on this, never once mentioning if they were celebrating something. Even the manager stopped by to check on their meals, asked if he could throw the wrapping paper away, but said nothing in the way of a congratulatory acknowledgement. A huge missed opportunity that could have built some emotional capital at zero cost.

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