I recently had a simply sensational dinner with friends during an industry conference. This after being absolutely underwhelmed with the service at virtually every other touch point during my stay.
There's really no point to out the destination...it could happen anywhere. But, I'm not doing it to protect the destination. I'm doing it to protect our waiter...because he did something so unusual, I fear that his manager would vigorously disapprove. And, yet...it capped off a perfect night.
Our waiter vividly described many of the featured entrees, going as far as to advise against one steak if anyone was planning on having it prepared any more done than medium rare, as that particular cut can't take a higher heat without getting tough. However, he said, if we liked our meat red, we'd love that item. He was fun, attentive and completely focused on our experience. And, then, it happened.
He had been paying enough attention to know that we were attending a conference and, as we prepared to leave, he brought over a hand-written list of other restaurants and nightspots that he thought we'd like during our stay.
Really? Did this guy have a "Miracle on 34th Street" fixation growing up?
That considerate move not only capped a fabulous night but helped redeem the destination's lackluster service from the previous 24 hours. And, completely sealed the deal that I'll be back, next time I'm in that town.
I want so badly to believe that the management of this restaurant has trained and enabled their people to create this kind of experience. But, my fear that this guy is flying solo (and could possibly earn the rath of his manager) means I can't tell you the name of the restaurant.
Unless I know you.
Sometimes, being a "wait-person" is a higher calling.
Posted by: Tim Morrissey | March 08, 2012 at 07:29
The opposite end of the spectrum is the gal that "helped" me yesterday in BWI. She rung up my purchase. Never said how much the total was. I set the money on the counter and she stuck out her hand. I had to pick up the money and place it in her hand! She gave me back my change and receipt and never said a word. I stood there a moment and finally said "You’re welcome." (Sarcastically of course.) She ignorantly said to me "You’re welcome." Nice impression as I left an otherwise near perfect trip to DC!
Posted by: Stephen | March 09, 2012 at 10:19
Which is why my experience was so mesmerizing, my friend. Customer Service is indeed a lost art. Have a great weekend!
Posted by: Bill Geist | March 09, 2012 at 12:48