During a training seminar, a hotel employee was given the opportunity to share an example of legendary customer service. Sadly, it took a while for the employee to think of one. Once he had one though, he was excited to share his story with the group.

He told of a trip to a TGI Friday's Restaurant:

He began, "What would have been an otherwise routine dinner with the family started with a friendly greeting from the hostess. She seated us promptly, served us water and introduced us to our server."

He received automatic verbal and nonverbal approval from his co-workers.

"That's good," someone said. Heads nodded.

As he shared each proceeding detail − courteous server, accurate order taken, food delivered on time, tasty desserts − the excitement from the crowd grew.

By the time he told of receiving the correct bill in a timely manner and the thank-you-come-again-please-help-yourself-to-a-mint on the way out, the room erupted into applause. Everyone agreed that his service story passed the test.

That is until the trainer asked the group to consider if his experience really went beyond the scope of basic service.

Silence.

Realization: Consumers are thrilled with the prospect of anything over and above poor service.

From the gas pump to the ATM, we ...