Yesterday, we began our Foodie Friday Fun with my description of a bad customer experience and the lessons learned. Today I’ll continue the tale with what happened after I ended up in an Irish Pub due to a blown reservation and a nasty storm.
Having been seated in a nearly empty pub, I waited for a server to appear. The fellow who showed up had little energy and stood there wordlessly awaiting a drink order. I asked about “espresso vodka” (don’t judge) and was told they didn’t serve espresso or cappuccino. That was not a good sign. I ordered a black and tan, something that’s a staple of any Irish place. “No draft beer at all. It’s a building problem.” After ordering something very simple to drink, I waited. And waited. And waited. I looked into the bar area – it was pretty empty.
Eventually my drink and server appeared. I asked about specials – there was a “catch of the day” on the menu as well as a couple of other dishes that changed daily. “We don’t have any – just what’s on the menu.” I made my mind up then and there that I would have a little something to tide me over and head elsewhere for supper. The artichoke and crab dip that showed up was badly made (chunks of unmelted cream cheese, very little crab or artichoke) and delivered to the table warm, not hot. I can’t blame Mr. Personality for the food but it was his lack of attention and knowledge that changed my mind about staying, costing his employer a larger check and him a larger tip.
After the storm, I walked across the street to the local iteration of Brio, where I met James. I had barely taken my seat when he appeared (in a fairly full place) to offer me a drink, comment on the storm, and begin to tell me about the menu. I asked for a wine list and it appeared in a few seconds, along with a few suggestions about what was well-priced and delicious. The rest of the meal went the same way – highly competent service delivered with an engaging personality. It was so good that I asked him who had trained him. He told me he had gone to college for a degree in hospitality. Boy did it show! He also asked if I would tell his manager which, of course, I agreed to do. It was the only time that James wasn’t squarely focused on me.
These were two diametrically opposed service experiences. In one place the server had such a negative effect that I left and the business lost revenue. In the other I ordered a dish I might not have otherwise, tipped extremely well, and left impressed by the professionalism of the entire operation. It reinforced everything I believe about proper training, good management, employees for whom the business was a career and not just a job (James was not waiting tables while looking for a “real” job) and customer care being a direct route to more revenue. Was it the best Italian food I’ve ever had? No. The food was very good but it certainly was one of the best service experiences and it made the food better as well as the evening a lot more enjoyable.
The night ended with a dessert sent over by the manager with his compliments. Believe me, the pleasure was all mine. I’ll leave highly positive reviews around the web but I’m hoping you take away the business points I did. Amazing how in the space of 2 hours one can see both ends of the service spectrum!
Consult Keith 