Exceptional Service at the Right Price

"If I were trapped on a deserted island, I'd be fine – as long as I had the sushi chefs from Sono." - Andrew Curtis, One of My Life Mantras

That statement may be irrational, but it brings me a level of comfort and confidence that I am prepared to accept. During the 14 years that I've been a loyal patron at Sono, these chefs have helped me define a decision making process that I am able to apply to every significant purchase and decision I've made over that period. A simple act – where to eat my favorite meal – has helped build the foundation I rely on when making evaluations and critical choices.

For me, it starts with the product. I have a series of key requirements that must be met or exceeded in order to believe in the product I am purchasing. I spent a good amount of time trying to nail down those important factors. At Sono, the ingredients are always fresh, they're healthy, and they're quite tasty. Sifting through the bells & whistles of extras – I neither like nor need (a deep fried spicy tuna roll... come on) – was a worthwhile investment. The critical part of this stage in my evaluation process is realistically outlining what I need in order to be satisfied with my purchase and identifying what would be nice to have against what I don’t want.

Unfortunately, I'm not yet at the point that cost isn't a factor in my decision-making process (I hope my boss is reading this). I’m aware of my budget constraints and I am able to factor that into my strategy. I’ve found that I tend to shy away from the low-budget shops I pass each day. As tempting as one-dollar sushi pieces seem, I find myself concerned about the freshness and the quality of ingredients. In a simple decision, like ‘where to eat lunch every day’, the possible consequences shouldn’t be too much to overcome. When making a deeper investment, as with electronics or a car, the potential impact is much higher and carries more weight. With this in mind, eating at Nobu or Sasabune (top-of-the-line sushi restaurants) more than once a week could prevent me from completing other important events, like paying rent and affording clothes. While the experience at the higher-end of the cost spectrum may be appealing, it may exceed my actual need. Throughout this stage of the consideration process I keep cost in mind, but make a point to validate the value I am able to find with offerings between the low-end & the high-end.

The final factor for me in wanting to have these chefs on my deserted island, is the personal experience they create for me when I walk in and grab my usual seat at the sushi bar (I enjoy feeling like a King). They’ve taken the time to get to know me, they understand my preferences, they make recommendations and suggestions, and they always deliver. I’ve noticed that this particular level of customer service is a common occurrence among the products and services I use and enjoy. Exceptional customer service is vital! And, although I initially always expect this type of service; I’m still impressed and pleased when I consistently receive it every time. While it’s not always easy to determine the level of service I’m going to get, I use multiple resources to help guide me. I have found the internet to be pretty helpful, recommendations from friends and acquaintances to be informative, and publications about the specific product or service to be useful.

I put down a monster lunch at Sono yesterday and continue to be impressed by the overall package they’ve executed since ’96. I look for the same track record anytime I review or make a decision regarding an organization. I hope these are the same qualities my team and I bring to the table for the people we work with and support.

Now, if I could just relax and wait for my Itamae to hand me fresh yellow-tail & fluke sashimi while stranded on a sandy beach – that would truly be “the life”.