Picture yourself at an upscale resort. It's 2:10 in the afternoon, you're just in from the pool...and the Sunday brunch has just ended.
But the buffet is still loaded with food...most of which will probably end up being tossed because it's been out since 10:30 and it's not on ice.
You're not in the mood for a full-out brunch...just a nibble to get you to dinner. And that pasta salad, a couple cubes from the cheese plate and a flatbread or two would be perfect.
No..."we're closed." But, there's food there. Here's $10...let me just get some salad to go.
"We're closed."
I don't blame the maitre d'. I blame management for not empowering him to see an opportunity to make the resort a quick $20 on two people for food that was on its way to the dump.
Oh, yeah...and the chance to turn the whole experience into a positive.
Now that conversation and a time stamped photo with a geotag could be on Instagram with the business name. It could appear on the businesses branded Facebook wall, tagged with their Twitter handle, Google+ and a half dozen other sites. Basic customer service is more important than ever in our digital age. I get so excited when I see good customer service. I wish that weren't the case. I wish good customer service was the norm.
Posted by: MA | May 02, 2013 at 10:59
It happens and when we complain to management we get a free dinner...
Posted by: Mike Chavez | May 02, 2013 at 15:05