A Great Customer Service Story!

posted: Friday, June 17, 2011

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My wife and I went out with family to a new restaurant a couple of weeks ago and I left there with a lesson in customer service that I would like to share with you. It’s a new restaurant and at the time it had only been open for a couple of weeks.

We were a party of five and we had just gathered on a Saturday afternoon to eat, visit and enjoy the weather on their upstairs patio. We had been there for an hour or so and had enjoyed a couple of drinks and conversation. We ordered food and continued our conversation without much of a care when the food might arrive. Some time passed and I believed one person in our party casually mentioned how long it seemed to be taking to receive our orders. However it was a perfect Colorado afternoon and no one seemed to be bothered by the time.

Our food eventually arrived and it was all very good. The waitress later brought the check and informed us that the kitchen had gotten behind and that they were giving us some of the food for free. The waitress apologized and said that they were still working out a "few kinks." Keep in mind that not one of us complained about anything.

The new restaurant was aware of the problems and, more importantly, is aware of the fact that building a customer base is more important than the small amount of money they lost on that order. The restaurant was proactive in providing a high level of customer service without being forced into it by an irate customer. This is what high quality customer service is supposed to look like, making sure your customers are satisfied and want to return.

The customer service standards that have been set forth by this new establishment will serve them well and should be the standard that all businesses, new or old, strive to meet. Quality customer service occurs because that is the expectation, and not in reaction to an upset customer. We will definitely return to this restaurant, not only because of the great time we had, but also because of the customer service that was provided.

The moral of the story: If you strive to provide great customer service all of the time, then you will reap the benefits today, tomorrow and for years to come.

FINAO - Brad Huisken

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