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The other night I had in a favorite restaurant in the evening. Unfortunately, a bad customer service experience has annoyed the evening. The good news is that this event has created a learning chance.By the way, you do not have to be in the restaurant business to appreciate and learn from this story. Since I brings you through the story and the lessons, we can decrease it from thinking about how to apply to your business.
This evening I ordered the pasta dishes that I have ordered for years. It came wrong. It had peas in it. Not only a few peas, but loaded with peas. And I hate peas. I recorded the menu and confirmed that I do not get the description wrong. Nowhere did peas said. I meant the server and told her about the problem. She had a great attitude and would be happy to take care of the situation. But just after that, the manager who had watched occurred. I had never seen this manager. He did not apologize and instead told me that they have two chefs and that these peas likes in the pasta dishes. He said most people realize that the peas are a pleasant surprise.
Ah, that explains it. A pleasant surprise - not for me! And I said it nice. He just stared at me. I could say how uncomfortable the server was with this interaction. She wanted to do something, but the manager was taken over, and he blew.Finally, the manager asked if I want to get another pasta entree. I asked if she could do the same dish without the peas, as on the menu. He finally took the dishes away.
Several lessons come from this incident:
The restaurant is great, and I go back because I know this is an isolated incident. But what if this was my first or second time in this restaurant? In the face of all the good places there are food, I would spend my hard-earned money in a restaurant, or with any kind of business, that makes mistakes? My friend Tom Baldwin, former CEO of Morton's Steakhouse, says, "Great service is mistakes that are treated well." This is great advice for every business.
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