As you know there are lessons to be learned everywhere in life if you just open your eyes and look around.
Sadly, there are so many people who need lessons who are walking around with their eyes shut and their heads in dark places that they miss so many of these simple life lessons.
And when things go wrong for these people they sit and wonder why?
And they wonder what just happened?
Recently Jayne and I visited Hobart for work, and enjoyed a few extra days and nights there sightseeing and dining out and stimulating the Tasmanian economy.
On one evening, after a long day of touring and sight seeing, we ventured to eat at an Italian restaurant nearby to where we were staying.
This restaurant had been recommended to us by a couple of different people, and although Italian food was not really on our radar, on this evening it was convenient for us because it was late and we had been out all day, and it seemed like the easiest thing for us to do.
When we entered the restaurant, late in the evening, the first thing we did was announce that we did not have a booking and we asked whether they could fit us in?
The immediate response from the owner was:
“Of course we can. Just give us a minute.”
And in no time at all we were shown to a table.
As we sat there dining, leg weary and tired from our long day out, we were treated like royalty by the wait staff who attended to us.
When placing our orders we asked:
“What do you recommend?”
And our waitress immediately advised the dishes that she enjoyed.
We chose our wine:
we were told.
And it was.
At the end of the evening, as we sat contemplating our desserts, satisfied and contented, the owner came over to us and asked whether we would like a limoncello complimentary, on him.
As we respectfully declined, he offered an alternative, a Tasmanian Single Malt Whisky, which we graciously accepted.
As we sipped on these post dinner drinks, we discussed with the owner how impressed we had been with the service we had received from his team this evening.
And he let us in on his secret.
And that was this:
He tells all his staff that for the evening to be successful for the restaurant diners, his restaurant needs to nail three things.
And the service.
He said he tells the staff that the food is the responsibility of the kitchen team, and that the kitchen team will get the food right.
That’s their job.
He said, that he tells the staff that the ambience is his job. As the owner and the maître de it is his responsibility to create the atmosphere in the restaurant that keeps the patrons engaged and keeps them coming back.
And with these two things in mind, the wait staff only need to worry about the service and providing great customer service to the diners.
And that’s what they did.
The little things, like asking diners how their meals were and engaging with the diners, as if they were long time best friends.
It was easy for them to do.
And it also would have been easy for them to not do this.
What we enjoyed about our meal there was the fact that the team all looked like they enjoyed working there, and that they worked together well as a team.
As one big happy family.
This dining experience was in distinct contrast to our experience the previous night at another restaurant where our service had been distinctly disjointed and our experience was significantly disappointing.
Great service is easy to do and is so rewarding to the customer and to the restaurant when the establishment gets it right.
[As an aside, Jayne and I returned to this Italian restaurant the following evening, our final night in Hobart, and the service and the food was just as great].
The moral of the story is that when your business focusses on getting the little things right, and doing that continually, each and every time, then customers and potential customers will beat a path to your door.
Get it wrong and you fail to create an experience, and you fail to create repeat business.
It’s really that simple.
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