Learing from NYC street vendors

From: Ramon Ray <ramon_at_smallbiztechnology.com>
Date: Sat 27 Nov 1999 22:58:34 -0500

There's so much talk about personalization, one-to-one
marketing and the like, but if you want to see this
high tech stuff in reality come with me one morning and
afternoon as I get my break fast of Tropicana Orange
Juice and 2 donughts ($3) and lunch of Root Bear and
steak'm/cheese/tomatoes/lettuce on a roll.

(As editor of http://www.smallbiztechnology.com - I
don't always have the time to cook my eggs and bacon)

The first time, I stop for break fast with my break
fast vendor, I'm greeted with a huge Cheerio smile and
a "good morning". I place my order and leave. After
about my 2 nd time buying my morning break fast, the
vendor greets me with a huge smile, a good morning and
begins to get my usual order together- quickly asking
me if that's what I want. I quickly agree, he continues
and I'm in and out of the line in seconds. That's
service - personal service - to the MAX. No data mining
can do that.

Now for lunch.

I go to this little street cart on 44th street, between
2nd and 3rd Avenues in Manhattan for lunch now and
then. There's usually 2 or 3 guys taking orders - one
guy takes care of the grill, and two other guys handle
the drinks, bagging and money. They move with such
speed and efficiency, I feel like video taping them and
giving it to FEDEX. But the amazing thing is something
that happened to me last week.

I ordered something but said I didn't want a bag. As I
grabbed the soda from guy number 3 (a young new guy),
guy 2 (the co-owner I think and older), smiled at me,
took the soda back, wrapped it in a napkin, (so the
sweating soda wouldn't get my clothes wet and it
wouldn't slip out of my hands), continued smiling and
handed it back to me.

English is not the first language of these guys.
However, I'm sure the reason their lines are long -
just as long as Wendy's - is because they are not
serving food, but serving customers. The smile, and
care in how they prepare that food is amazing and you
cant' help but come back or feel guilty about eating
anywhere else.

Ramon Ray, small business technology consultant and
analyst
ramon_at_smallbzitechnology.com
http://www.smallbiztechnology.com
"Small Business Technology Report" and
"Technology and Your Business"




Received on Sat Nov 27 1999 - 21:58:34 CST