Golden Fox Restaurant is a fairly new restaurant located in downtown Troy, NY.

Myself and a friend went there to eat the day after its opening, and we both ordered a veal and crab dish. When our dinner arrived, the dish was excellent, though we had expected that there would be actual lumps of crab in the dish, not just a sauce made with crab.

When our waiter stopped back to check on us, we asked him if the dish was supposed to have crab in it. He knew exactly how the dish was prepared, and explained that the dish was made with crab in the sauce. Then, he asked if we had expected that there would be actual lumps of crab in the dish. When we said yes, he immediately said he would have the chef make up some crab in the sauce and bring it out to us. We told him it was ok, but he insisted.

When the crab meat arrived, it was a huge portion, almost enough for another entree on its own. After giving us some time our waiter checked back in, and asked us how we liked the dish with the crab meat added to it. We told him that it was excellent, and that it really made the dish. He was genuinely interested, and he said that he would talk to the chef, and ask him to make it that way from now on.

When we left, I took the unfinished portion of my meal with me. They wrapped it in a black carryout box, and wrote the name of the entree on the box in gold letters.

There were two things that came to mind in this experience for me:

1) Go out of your way to really please a customer (or prospective customer) and make them feel special. They will remember it and tell others about it.

I’m telling you about this experience, and they did make us feel special. I’ve been back multiple times since then as well.

2) When your interaction with a customer is over, somehow make them walk away with something that is unique, and causes them to remember you/your brand.

The black box with the name of the entree written on it in gold was somewhat unique, but more so it connected with their brand.

In addition to writing the entree on the box, one could take it a step further, and write the date (that way the customer doesn’t need to wonder how long it’s been in the fridge), a “thank you” with the waiter’s/waitress’ signature, and/or reheating directions. Maybe even include some vouchers for the customer to give to a friend.

How can you apply these principles to your interactions with customers and prospective customers? How do you?

Keep up the great work Golden Fox!