Creating a good experience for your customer
I recently had an experience I want to share with you. It could have turned out badly, but I want to share with you the way the problem was handled.
The week before Christmas I was visiting my daughter in California and we decided to have lunch in one of her favorite restaurants. It is called, “the Grill on the Alley” and is located in Westlake Village, California.
My daughter ordered a salad, and my wife and I ordered a chicken pot pie. When they brought it over, my wife noticed a white string in the dough on the top of the meal. I called the waitress over, told her about the string, and explained to her that this often happens if the chef uses the same towel to cover the meal while they are baking the top part. (Of course, I got this information from my wife.) They then brought over another freshly cooked chicken pot pie.
It could have ended there but it didn’t. The manager, Quin Anderson, came over to our table and apologized about the mishap and offered us complimentary deserts, which we declined.
When they brought the bill over to me, they had only charged us for one Chicken Pot Pie. This was the surprising part, since they had already brought us a new pie.
As you know, “stuff” happens, no matter how good your intentions, how well you train, or how well you prepare. So train your staff how to handle problems when they occur.
Obviously this restaurant had done so. The waitress got the manager and he immediately tried to set things right. When we turned down the dessert, he wanted to make sure that somehow we were “compensated” for the inconvenience. So he went a step further and removed the charge for the meal.
He was determined that we walk away with a good experience of his restaurant.
There is a good lesson here…no matter what the customer says when things go wrong, make sure that they leave you with an experience that makes them want to come back. Don’t listen to the words that “everything is ok”. Instead, create a good experience around what happened. The good experience is what will create a lifelong cutomer and grow your business through word of mouth.
If you are ever in Westlake Village, I recommend you visit the restaurant (www.thegrill.com ). They also have a wonderful dinner menu.
So, what is one of the memorable experiences you have had where you recommended a business because of how they handled a problem? Tell us in the comment section below.