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I Advice - Outstanding Examples of Quality Guest Service For Restaurant Managers
What does your best customer look like? Are they blond, dark haired, tall or short with a light or dark complexion? I ask this question because we often don't know what our customers look like. Some might argue that it doesn't matter. I would agree that in many cases, it doesn't matter.I was in a hotel lobby a few months back and a person shouted my name. I turned around and didn't recognize who the person was. They knew me and my brain churning didn't come up with a name to match the face. As it turned out, I had met this person several times and had lunch with him a few years ago. Yes, it was almost embarrassing; I finally remembered who he was.Why Customers are FacelessCustomers don't come into our businesses like they used to. They use the internet or the telephone which creates a faceless image of our business.
We showed up at an odd hour, and since the place wasn't too busy, we got the full service treatment. First we got an interesting guided tour, then were offered our choice of seating anywhere we liked. We picked a cozy alcove, and our meal spanned a couple of hours, during which time every single waiter, server, and somelier appeared out of nowhere right on cue, performed their dut
If you have a problem with your Hewlett Packard or IBM product in Singapore, simply take it to the Post Office and they will forward it to the repair center at no charge.When it’s repaired and ready to collect, the Post Office will return your machine to your home or office, or back to the Post Office location of your choice.You can even pay for repairs at the point of delivery if they’re not covered by the manufacturer’s guarantee.This is a good example of win–win partnership between technology companies and a government agency resulting in better service for customers like you.Watch for more ‘cross-border, cross-town’ partnerships between government, commerce, education, medicine, neighborhoods, communities and even spiritual institutions as everyone becomes more creative and customer-focused.Key Learning Point
You want your business to stick in a customer's mind, after all. That's the kind of business we dream of - when a customer remembers your experience years later. The kind of great service that a happy patron can relate years later, as an example of service above and beyond the call of duty.
The Emergency Check-Out
My wife and I were in the first years of our marriage, with the kids still in the toddler stage. We had gotten away on one of our short weekend vacations from the kids, much-needed rest for both of us, and had booked a room at a casino in Laughlin, which was only one city away. This was only to be for one night and one day. We opted for in-home babysitting, split up into shifts between two teens. The one had been our baby-sitter for years and was a trusted family friend, but the other we'd hired out of the paper and we didn't know too much about her.
Anyway, we'd stayed at the hotel overnight and arose the next morning and the first thing we did was call in at home to check. The more experienced sitter answered, and informed us that she had arrived early and witnessed the other sitter being abusive with the kids. One of them was sporting a mark. If your heart just skipped a beat, you are a parent who can empathize with how we felt. Even though we had the room for the rest of the day, we immediately crammed our belongings into our luggage and ran down stairs to check out.
There was a huge crowd checking out at the exact same time. Only one check-out clerk was working the desk, with a line of about 20 people milling about. My wife and I skimmed the scene and then button-holed a passing clerk and explained our situation.
This saint of a clerk immediately sprang into action, opening another window just for us at the check-out desk and speeding us through the minimum motions required to get us on our way. We had another day paid for that we didn't use, but we didn't care - they could keep the money, we just wanted a fast exit - and out the door we got. All eventually ended well when we got home, but we returned to that hotel later to personally thank the staff.
the Best Date Ever
This was when my future wife and I were dating. We had discovered a gem of an Italian restaurant tucked away in a downtown area, and this was the most memorable place we'd been to. It was huge and quirky, with two stories and a basement. The furnishings were incredible; a "monster gallery" was set up in the basement sharing space with a wine cellar, the restaurant proper was a practical museum of artwork, and the second story was a maze of balconies looking out over the floor.
We showed up at an odd hour, and since the place wasn't too busy, we got the full service treatment. First we got an interesting guided tour, then were offered our choice of seating anywhere we liked. We picked a cozy alcove, and our meal spanned a couple of hours, during which time every single waiter, server, and somelier appeared out of nowhere right on cue, performed their duti
We have all been in the position of looking for a job, changing careers, etc. It is time consuming and patience challenging. We apply for job after job and never seem to get what we want even though we see people around us that always seem to get the job they want.Most companies will accept a resume and you should have one available just in case. If you are not good at writing a resume, use a service or an internet resume template. There are many free services on the internet to help you write a really good resume.If you are required to fill out an application, type it,if possible or print it neatly. this will be the first impression of your prospective employer. If your application is sloppy, it implies that you are sloppy in your work habits. Do not scratch out or white out mistakes. If possible, have a spare so you can fill out a draft
Anyway, we'd stayed at the hotel overnight and arose the next morning and the first thing we did was call in at home to check. The more experienced sitter answered, and informed us that she had arrived early and witnessed the other sitter being abusive with the kids. One of them was sporting a mark. If your heart just skipped a beat, you are a parent who can empathize with how we felt. Even though we had the room for the rest of the day, we immediately crammed our belongings into our luggage and ran down stairs to check out.
There was a huge crowd checking out at the exact same time. Only one check-out clerk was working the desk, with a line of about 20 people milling about. My wife and I skimmed the scene and then button-holed a passing clerk and explained our situation.
This saint of a clerk immediately sprang into action, opening another window just for us at the check-out desk and speeding us through the minimum motions required to get us on our way. We had another day paid for that we didn't use, but we didn't care - they could keep the money, we just wanted a fast exit - and out the door we got. All eventually ended well when we got home, but we returned to that hotel later to personally thank the staff.
the Best Date Ever
This was when my future wife and I were dating. We had discovered a gem of an Italian restaurant tucked away in a downtown area, and this was the most memorable place we'd been to. It was huge and quirky, with two stories and a basement. The furnishings were incredible; a "monster gallery" was set up in the basement sharing space with a wine cellar, the restaurant proper was a practical museum of artwork, and the second story was a maze of balconies looking out over the floor.
We showed up at an odd hour, and since the place wasn't too busy, we got the full service treatment. First we got an interesting guided tour, then were offered our choice of seating anywhere we liked. We picked a cozy alcove, and our meal spanned a couple of hours, during which time every single waiter, server, and somelier appeared out of nowhere right on cue, performed their dut
If you're ever out and about in your city; be sure to take a walk through the historic area. All if not most cities have an historic area. You know, that part of town with the older buildings and chances are some of those buildings may have been restored over the last few decades. When you look at those buildings and the detail that went into erecting such a building; you usually start to wonder about who actually designed the building. What was the thinking process that led to the result that you are now viewing in your city.The person behind the thinking process is the architect. An architect is a person involved in the planning, designing and oversight of the construction of a building. An architect can design anything from a house to a skyscraper. Today, the word architect carries a lot of prestige with it, but in the early days, there
There was a huge crowd checking out at the exact same time. Only one check-out clerk was working the desk, with a line of about 20 people milling about. My wife and I skimmed the scene and then button-holed a passing clerk and explained our situation.
This saint of a clerk immediately sprang into action, opening another window just for us at the check-out desk and speeding us through the minimum motions required to get us on our way. We had another day paid for that we didn't use, but we didn't care - they could keep the money, we just wanted a fast exit - and out the door we got. All eventually ended well when we got home, but we returned to that hotel later to personally thank the staff.
the Best Date Ever
This was when my future wife and I were dating. We had discovered a gem of an Italian restaurant tucked away in a downtown area, and this was the most memorable place we'd been to. It was huge and quirky, with two stories and a basement. The furnishings were incredible; a "monster gallery" was set up in the basement sharing space with a wine cellar, the restaurant proper was a practical museum of artwork, and the second story was a maze of balconies looking out over the floor.
We showed up at an odd hour, and since the place wasn't too busy, we got the full service treatment. First we got an interesting guided tour, then were offered our choice of seating anywhere we liked. We picked a cozy alcove, and our meal spanned a couple of hours, during which time every single waiter, server, and somelier appeared out of nowhere right on cue, performed their dut
The global trade and world economy will possibly increase, according to the International Monetary Fund (IMF). This statement was in contrast to the report that the group disseminated stating that the global trade will suffer a major downside in the up and coming years. The said increase was .25 percent higher compared to the initial IMF prediction last April.IMF is a group that is responsible in checking and ensuring that each member country has sufficient funds and orderly financial system. In a recent report of the IMF, it stated that two of the biggest profit-producing industries in the world will lead the global trade to disorder. The incessant increase in oil cost and the depreciating housing market of the US were two of the main causes that degenerate the trade.However, despite the new prediction, the organization is still pressi
the Best Date Ever
This was when my future wife and I were dating. We had discovered a gem of an Italian restaurant tucked away in a downtown area, and this was the most memorable place we'd been to. It was huge and quirky, with two stories and a basement. The furnishings were incredible; a "monster gallery" was set up in the basement sharing space with a wine cellar, the restaurant proper was a practical museum of artwork, and the second story was a maze of balconies looking out over the floor.
We showed up at an odd hour, and since the place wasn't too busy, we got the full service treatment. First we got an interesting guided tour, then were offered our choice of seating anywhere we liked. We picked a cozy alcove, and our meal spanned a couple of hours, during which time every single waiter, server, and somelier appeared out of nowhere right on cue, performed their dut
I had a blast at the Albuquerque International Balloon Fiesta events.When I told some Albuquerque natives and semi-natives how excited I was about attending, I usually got the same response: “Oh, you won’t get that excited after you’ve been here awhile.”Who knows. Maybe that will be true. But, I hope not. I felt like a little kid. Watching several hundred balloons taking off during early morning Mass Ascension. Walking amongst the same balloons during the evening Balloon Glow. The number of balloons, the organization of the events, and the lack of chaos just amazed me.The Fiesta is obviously second nature to some. But, it was brand new to me. Of course, this made me think about business. How many of us see our business as something that is "second nature"?Let’s say you’ve been in business for a few years. You have your produc
We showed up at an odd hour, and since the place wasn't too busy, we got the full service treatment. First we got an interesting guided tour, then were offered our choice of seating anywhere we liked. We picked a cozy alcove, and our meal spanned a couple of hours, during which time every single waiter, server, and somelier appeared out of nowhere right on cue, performed their duties, and left us with some alone time. The food and beverages were so excellent, we still talk about that place fondly even ten years later.
Towards the end, a little band of musicians assembled on stage, mainly to get set up for the expected crowds later that evening, but seeing just us, they improvised a little musical number just for us. I think the whole restaurant staff could tell a young couple of sweethearts when they saw one, and I swear there was a coordinated effort behind the scenes to give us a night to remember.
the Best People Skills
We were at a large inn in a tourist location. It was a very popular and busy place, and the rest of us had grown noticeably uncomfortable waiting for our tables in the lobby, all because of one loud and unruly man. He seemed very emotional, was definitely intoxicated, and was hostile and abusive with the hostess and the headwaiter. Finally one of them paged for the security guard, who arrived to handle the situation.
This guard had to be a psychiatrist moon-lighting as a security guard! Where others might have been brisk, stiff, and formal ushering the guest out of the building with his loud protests and making a scene, this officer was the most respectful and personal professional I'd ever seen. He talked to the guest, listening to what he had to say. The guest rambled on, babbling about this grievance and that, but the guard had a quieting effect on him.
The guard listened and nodded a lot, saying "I understand." and phrasing a lot of the conversation with sentences starting with "So you feel...". In ten minutes, the guest was calmed down, his anger averted, and the guard actually persuaded him to leave on his own, which he meekly did. We were in awe. I hope that guard later got a job as an international diplomat.
the Cheerful Waitress
I was traveling on business, and of all things found myself stuck in a strange city on Christmas Day. What's more, my whole family was several states away, and as if missing my loved ones dearly on that day weren't enough, the whole trip had been a series of annoying mishaps, with not even the business part going as I'd hoped. I'd completely forgotten to eat, on awakening late Christmas morning, and had stepped outside to find some food only to be confronted by a city mostly deserted, as it seemed nearly every business was closed with its staff home enjoying the holiday while I shuffled through the streets alone and hungry.
You can imagine when I did eventually find a restaurant after walking for blocks, I wasn't in the best of spirits. I got in and ordered a table, and noticed that the whole place was busy, probably the only re
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