The Water Was Already on the Counter

Small things matter more than most people realize. And a recent experience I had proves it.

This weekend my wife and I went through the Chick-fil-A drive-thru here in Phoenix, and it's been well over 100 degrees lately. As we pulled up to the window, my wife asked for a water.

The employee didn't turn around to get one. Instead, he reached to the counter beside him and immediately handed her an ice cold water with a straw. It was just sitting there, ready to go.

We would have been completely satisfied waiting 30 seconds for that water. But the fact that her need was anticipated before she even asked really grabbed my attention and got me thinking.

Exceptional service isn't just about responding and reacting with care and compassion (although that's super important, too). It's also about being proactive and preventative, with foresight and feeling. It's the cashier who applies the coupon you missed without you having to ask. It's the credit union teller who senses you're heading out of town and offers to put a travel notice on your account before it even crosses your mind.

These moments don't happen by accident. Someone hired well, trained intentionally, and created an environment where that employee felt empowered to think one step ahead of the customer. The water was already on the counter because somebody understood what people need on a 100-plus degree day in Phoenix.

That's the kind of exceptional service delivery that doesn't just bring people back. It turns them into people like me, who also tell their story to others.