Our family just came back from a 3 day Disney Cruise to the Bahamas. We were on the Wonder which is a terrific boat.
The first night Darla and I ate in the adult-only restaurant and while the food and service were very good, there was a long wait between the appetizers and entrees. To make amends, our waitperson comped our additional charges and drinks. I thought it a nice gesture.
The next night as we were leaving the family dining with out kids, the steward approached and asked about our experience. Then he said, “How was your dinner last night?” “Fine,” I responded. “That’s not what I heard. I understand the time between your appetizers and entrees was inappropriate and again, we apologize.”
I was stunned. The ability to communicate that kind of nuance about a customer’s experience is quite extraordinary.
Everything was very good on our cruise, but that additional touch stands out in my memory.
Things like that create an encore experience.