Creating the Experience

Recently the love of my life asked me which of my two favorite restaurants I would pick, if I had to:

1. Ruth’s Chris Steakhouse
2. Yank Sing (San Francisco)

Now, there’s not much similarity in these two places, except that I like the food there a lot, and they are both considered pretty pricey. But the difference in experience is what sets them apart in my mind.

At Yank Sing, it’s dim sum. Not downtown so-so dim sum, the REAL DEAL. Steamed buns and fried this and that and the occasional chicken feet. It’s all tasty, and they are constantly rolling up carts to your table, offering you more tasty morsels, when your table and your stomach are already so full you could burst. It’s fast-paced and hectic. There’s nothing wrong with that, you just need to be in the right mood.

Ruth’s, on the other hand, is clubby steakhouse, where the waiters know the menu backwards and are always there to attend to your needs. The food is beyond fabulous.

Out of the two, if I had to choose, I’d pick Ruth’s. They have gone out of their way to make it more than just about the food;it’s about the EXPERIENCE. This should be in every business owner’s mind: creating an experience for your customer. Frankly, there are plenty of places I can go and get hustle and bustle, but very few places where I can go and be served in quiet enjoyment.

Are you creating an experience for your customers?

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Rob Wallis, with the Wallis Group, works with organizations that want to become known in their community and in the world. Contact him at rob(at)thewallisgroup.com