Service or experience? The truth about customer service

What customer service really means to us

In an industry where we've heard the words "customerservice" so much, we decided to do things a little bit differently around here.At GROU, we've charge this perspective a bit. Everything is about anexperience, since the moment you are looking for parking up until you leave ourshop. And how can you control so many components? The reality is that youcan't. We can't control parking, we can't control the weather, we can't controlwhenever the customer will enjoy their food or not. However, we can positivelyimpact everything that is in our hands.

To be more specific, here are a few examples of what we doat GROU and how our "local experience" culture shapes the way our teaminteracts with our customers.

We can't control the parking availability, but we can informcustomers about all our options around the area, including free covered parkinginside our building;

We can't control whether the customers are having a good orbad day, but we can greet everyone with a big smile to try to set their mood;

We can't ensure they will like their food/ drink, but we cantry to figure out what they like to recommend our best options from our menu for them andprepare them with love.

Our approach at GROU has been very simple: try as much as wecan, to offer the best experience for them.

When something happens, we have a certain way to improve thesituation try to fix it. We train our staff to ask themselves "Will __ X___ improve their experience?" "If I do __X___ will that ensure theywill have a positive experience at GROU?

"X" can mean so many things; smile, ask how everything istasting, replacing their food, picking up the plates, opening the door, callingthem by their name, remembering their order, etc.

These simple questions have allowed ourselves to strive incustomer service and get loyal clients to enjoy our experience and talk aboutit. This all eventually translates into positive reviews online, clientsspreading the word, honest feedback and conversations with our clients.

As founders, we understand how difficult this subject maybe, but the way we treat this topic is so engrained in our culture that itactually shapes who we are and who we do business.

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Read more about our story and values at GROU.

More from GROU: Order fresh-roasted beans and merch from the GROU shop, book a desk, meeting room or private office at GROU Cowork in Coral Gables, or see the menu.