Good service is just plain bread and butter

So what about designing customer experiences from non-retail angle in New York?

Food and drink – well there's not a lot really that isn’t obvious:
- Have a greeter who’s there and so you don’t stand around wondering whether anyone wants your custom
- The waiter(ess) comes straight over and takes a drinks order so you know something's happening
- There’s always enough staff to wave at if you need something
- Things always come quickly when you ask for them

Very simple stuff.

The basic economics must be different to have enough space, staff and training? More expensive so they charge more? – no.

Maybe it isn’t that staff are cheap, its that you go out of business if you don’t offer service. And of course the staff need the tips to live on

Its simply a different economic model

The "tip" is a bit like the customer scoring the agent after the call to give them their quality score.

It really matters if your bonus or recognition depends on it and you can't accuse the customer of being wrong. You can also bet that if something is wrong with the system, the training or the policy, staff will shout louder & faster as it affects their “tip”.

Virtual tipping - now there's a thought