How May We Help?
Kevin Salwen on Passionate Work
From the moment I drove up to the new Longhorn Steakhouse, I knew this was going to be an extraordinary experience. The valet met me with an umbrella, while another valet brought one around to my kids. 'Just drop the umbrellas at the front door,' he instructed.
Once inside, despite having what could have been a painful ratio to almost any server -- 4 kids, 3 adults -- our waiter introduced himself as our 'personal assistant,' and explained that his goal was to have us experience 'terrific service so that you'll come back to ask for me again.' During the meal, not only was our server attentive, but the manager swung by to ask if everything was 'perfect' and then made a point of introducing himself by name and thanking us for coming as we were leaving.
Given a choice of going there and heading to another restaurant some night in the future will, of course, always be about the food, our mood, etc. But I'm sure this Longhorn will appear on the list each time to at least be discussed.
This makes me think how easy it is to provide terrific service. Isn't it just a matter of pre-considering what customers will require or want? Anticipation, it seems to me, is 80% of the game. The element of surprise may be part of it too. Few things can trigger a feeling of being well-served than something you may not have expected. What else needs to be on this list?