Customer experiences that are great = business thriving
I love when I see clients follow through on vision and create new programs that provide something unexpected.
A while back I presented a program at the ARC of Meriden-Wallingford’s Professional Development Day. It was an exciting time for the organization. While many agencies had funding cut, had resources cut, were looking at layoffs and appeared to be suffering; this ARC seemed to be growing – and doing some interesting things.
Why? How? These are the questions that come to mind. These are the questions that always come to mind when you see any business thriving while similar ones are hurting.
But to answer those two questions, I think it is programs like I witnessed the other day that make the difference. On Wednesday I ate lunch at the ARC Eatery. With the exception of the Head Chef, this deli style eatery, is run by those living with developmental disabilities. Not only is it a restaurant, but it is also a day-program providing training for those who work there.
Two things really stuck out for me though. Okay three things. The first was that the place was clean. But the things I want to comment on are Customer Service and Teamwork.
Customer Service was incredible; from the moment I walked in the door. They were glad to see me. They were glad to help me with descriptions of food choices, food suggestions, making sure I had a “real” fork, and sharing information about their catering services. I’ve walked into too many places where the welcome was anything but. This was refreshing.
Teamwork was alive and well. If something needed to be done; someone else picked right up on it. It didn’t seem like specific tasks were assigned to different folks; there was an appearance that “we need to get the job done so let’s do it.” And even if that wasn’t the case; the appearance was there. And we all know about appearances. When customers see you have a cohesive team they return. When your employees appear unhappy and not working together you’re not going to attract loyal fans.
Pretty cool idea if you think about it. Provide a service to the community; provide training to people who might someday be able to find mainstream work; and earn a profit to put back into your business to make up for the some of the reductions in funding. Looks like they have it covered from all angles. Congratulations ARC of Meriden-Wallingford!
On their website it says The Arc of Meriden-Wallingford, Inc. is a membership agency that provides comprehensive, full-service, community-based opportunities for people with disabilities. And while the ARC Eatery might be comprehensive program for people with disabilities….. they make a mean Asian Chicken Salad for those of us who take for granted not being disabled!
