Customer Experience: A Child’s Ballet


A mother, a longtime lover of ballet, took her son to watch his first ballet. It was a shortened ballet, meant for children, with all the guests at separate tables enjoying tea and cookies while watching the performance. The little boy was excited until he arrived and saw with dismay that he was the only boy in attendance. The mother wanted her son to enjoy the ballet and not feel self-conscious.

The host overheard the mother calming the little boy down as they first entered the room, and a server observed the mother telling her son how “ballet is for everyone.” They spoke and decided to seat the mother and her son at the best table in the venue, one which was front and center of the stage. Both the mother and little boy were delighted they had such a wonderful view, and it made it easier for the mother to explain the show to her son.

At the conclusion of the show, when all the guests were leaving, the host approached the mother and son and told them that the ballerinas wanted to meet them and take a picture with the little boy. The mother was moved by the thoughtfulness of the host. The little boy was overwhelmed with excitement to meet the dancers and said he could not wait to attend his next ballet.

Customer Service Takeaways

  • Customers might not always tell you what they need or want – but if you observe and listen to them carefully, you may be able to tell what their unexpressed wishes and needs truly are.
  • There are often small things you can do to make an experience memorable or to help a customer, that do not cost you or your organization anything. In this case, rearranging the table seating and having the dancers meet the little boy after the performance cost nothing and created lifetime memories.
  • If a customer has a child, making the child happy is often a way to make the customer happy. Consider what you can do to keep your “little customers” happy.