My partner and I decided to do something different for Thanksgiving. Since my children were with their mom this holiday we decided to head to Chicago and eat out. I'm a member of opentable.com (which I highly recommend) and I get regular e-mails from them highlighting new restaurants. I should mention that I am a total "foodie". I am NOT afraid to try new things. I like full flavors and beautiful presentation served in a great atmosphere. But all of that MUST be accompanied by outstanding customer service!!
We chose to dine at Vermilion in downtown Chicago. ttp://thevermilionrestaurant.com.
The reservations were made via the website. We arrived in Chicago early, only to discover it was quite the ghost town on Thanksgiving day! We decided to go the restaurant early and have a drink before dinner. I called to see if they were open yet. The enthusiastic voice on the other line was more than gracious and descriptive in telling me about their lovely lounge area that was open. I immediately had a good feeling about the evening.
We arrived and took a place at the bar for a pre-dinner drink. Malaura was the bartender. She was friendly and helpful. She gave us some tips on which drinks she recommended. I always appreciate it when a server is honest with me. I WANT to know their opinion, their honest opinion, not their sales pitch! She was great. I found the Cucumber Mint Martini served up in a metal martini glass to be most refreshing!
After finishing our drinks we were seated and introduced to our server Milah. I can't say enough good about her! I applaud her! She KNEW THE MENU! I counted on her to give me descriptions, explanations and recommendations. She did all of the above. She was personable and knowledgeable. When we inquired about what wine would be good with our meals she didn't just recommend one, she explained the wine and why it would be good with our choices. I loved it! In fact, thanks to Milah I experienced two of the best wines I have ever had.
Congratulations to Vermilion for training a great staff! Milah - you are awesome!
The Attitude of Customer Service
When I do business with someone I expect them to give me a reason to return. If they don't give me a reason to return, it is very unlikely that I will.
Today's market is full of OPTIONS! I don't have to do business with you, I can go to your competitor. So give me a reason to return to do business with you. This may sound demanding, but that isn't my intention. What I am looking for is evidence that you want my business. You realize that your business wouldn't be in business if it weren't for me, the customer.
My passion for outstanding costomer service began taking root when I was 16. The week I turned 16 I got my first job at the golden arches. Yes, McDonalds restaurant. I had the great fortune of working for one of the best restaurant owners I have come across in my lifetime. Hugh McHugh ran that McDonalds like it was a fine-dining restaurant. He had high standards of excellence and he expected every employee to practice them. What I learned from Mr. McHugh was the importance of little things like a smile, a sincere greeting, using the right words, communication with your co-workers, etc. To this day if I make change for someone I say "One dollar and ninety-two cents" as opposed to "one ninety-two" or "here's your change". Some may question why that would matter. I suppose to some degree it really doesn't matter. Yet it is establishing a level of excellence. It says, "we care enough about you to speak properly." Its really about the attitude that is communicated by those little things.
Today's market is full of OPTIONS! I don't have to do business with you, I can go to your competitor. So give me a reason to return to do business with you. This may sound demanding, but that isn't my intention. What I am looking for is evidence that you want my business. You realize that your business wouldn't be in business if it weren't for me, the customer.
My passion for outstanding costomer service began taking root when I was 16. The week I turned 16 I got my first job at the golden arches. Yes, McDonalds restaurant. I had the great fortune of working for one of the best restaurant owners I have come across in my lifetime. Hugh McHugh ran that McDonalds like it was a fine-dining restaurant. He had high standards of excellence and he expected every employee to practice them. What I learned from Mr. McHugh was the importance of little things like a smile, a sincere greeting, using the right words, communication with your co-workers, etc. To this day if I make change for someone I say "One dollar and ninety-two cents" as opposed to "one ninety-two" or "here's your change". Some may question why that would matter. I suppose to some degree it really doesn't matter. Yet it is establishing a level of excellence. It says, "we care enough about you to speak properly." Its really about the attitude that is communicated by those little things.
Sunday, November 25, 2007
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