Monday, June 1, 2009
When the Customer is Always Right
When the Customer is Right
It's a typical Fall Saturday night. The St. John's Football game is over and alumni are rolling in for dinner. They order drinks at the bar and share stories from when they used to come here when it was Bricky's and they weren't old enough to drink. The phones are ringing, hosts are greeting and seating some familiar and some new faces and servers are hustling from table to table. Rich aromas of prime rib, popovers and boursin sauce are floating through the kitchen doors. The bar is filling in with overflow because the dining rooms are full. The host adds names to the waiting list, explaining it will be about 45 minutes for a table in the dining room. It's a beautiful, steady pace.
Then it happens. A well dressed, older gentleman comes from the dining room and approaches the first host who makes eye contact with him. It seems he was seated in the middle of the dining room, but had requested a window table when he called today at 4:00 to make a reservation for his 45 year wedding anniversary. He wonders aloud what the point of making a reservation is if we cannot honor his request. He appreciates how busy it is, but would like to be moved to a window table. The experienced 19 year old host quickly realizes she will need help from someone with special powers.
I can usually read a customer before ever having to exchange words. Some people you just cannot please, some people are only happy with something for free and some people just want you to make their evening special. I introduced myself to the older gentleman and asked if there was something I could help with. His name was Phil and he explained that he and his wife Millie were celebrating their 45 year anniversary. His son and daughter live out of state. They're both planning to visit at Thanksgiving and he and Millie always look forward to seeing their five grandchildren. But tonight, it's just the two of them. He had called this afternoon and reserved (requested) a window table.
Well, this seems like something we can fix. The Smith's are seated in the bar waiting for their table. They are with us several times throughout the year, always entertaining friends and family, so when they call for reservations, a window table is naturally reserved. I instruct our host to move Phil and Millie to R4, which was originally reserved for the Smith's, and to be sure we bring them a complimentary glass of champagne to toast their special evening. Next, I greet the Smith's and catch up a little on their latest adventures. I explain that we're running a little behind on reservations and it will just be a few minutes until their table is ready. In the meantime, we'd like to get them a fresh drink while they wait.
By the time the evening rush is over, Phil and Millie have finished with dinner. Millie said everything was wonderful. Phil thanked us for the champagne and appreciated us taking care of our oversight. They promise they will be back soon when their children are in town. The Smith's stayed a little later than usual, sharing tall tales over coffee and dessert, and filling the dining room with laughter.
Sometimes we have to know when the customer is right. It feels so good to make people happy and to know that they'll be back.
It's a typical Fall Saturday night. The St. John's Football game is over and alumni are rolling in for dinner. They order drinks at the bar and share stories from when they used to come here when it was Bricky's and they weren't old enough to drink. The phones are ringing, hosts are greeting and seating some familiar and some new faces and servers are hustling from table to table. Rich aromas of prime rib, popovers and boursin sauce are floating through the kitchen doors. The bar is filling in with overflow because the dining rooms are full. The host adds names to the waiting list, explaining it will be about 45 minutes for a table in the dining room. It's a beautiful, steady pace.
Then it happens. A well dressed, older gentleman comes from the dining room and approaches the first host who makes eye contact with him. It seems he was seated in the middle of the dining room, but had requested a window table when he called today at 4:00 to make a reservation for his 45 year wedding anniversary. He wonders aloud what the point of making a reservation is if we cannot honor his request. He appreciates how busy it is, but would like to be moved to a window table. The experienced 19 year old host quickly realizes she will need help from someone with special powers.
I can usually read a customer before ever having to exchange words. Some people you just cannot please, some people are only happy with something for free and some people just want you to make their evening special. I introduced myself to the older gentleman and asked if there was something I could help with. His name was Phil and he explained that he and his wife Millie were celebrating their 45 year anniversary. His son and daughter live out of state. They're both planning to visit at Thanksgiving and he and Millie always look forward to seeing their five grandchildren. But tonight, it's just the two of them. He had called this afternoon and reserved (requested) a window table.
Well, this seems like something we can fix. The Smith's are seated in the bar waiting for their table. They are with us several times throughout the year, always entertaining friends and family, so when they call for reservations, a window table is naturally reserved. I instruct our host to move Phil and Millie to R4, which was originally reserved for the Smith's, and to be sure we bring them a complimentary glass of champagne to toast their special evening. Next, I greet the Smith's and catch up a little on their latest adventures. I explain that we're running a little behind on reservations and it will just be a few minutes until their table is ready. In the meantime, we'd like to get them a fresh drink while they wait.
By the time the evening rush is over, Phil and Millie have finished with dinner. Millie said everything was wonderful. Phil thanked us for the champagne and appreciated us taking care of our oversight. They promise they will be back soon when their children are in town. The Smith's stayed a little later than usual, sharing tall tales over coffee and dessert, and filling the dining room with laughter.
Sometimes we have to know when the customer is right. It feels so good to make people happy and to know that they'll be back.
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