reason2return: Bentwood Tavern

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.

Wednesday, December 12, 2007

Bentwood Tavern

In my line of business I travel a lot around the area. Last week my partner and I stopped in at the Bentwood Tavern in New Buffalo, Michigan. The Bentwood is situated in the Marina Grand Resort. http://www.marinagrandresort.com/?mth=bentwood

It wasn't a busy night at the Tavern, but we were greeted by Lee, the food and beverage manager who quickly sat us. Lee stopped by later in our meal to see how we were doing and seemed genuinely interested. He was great! He had that perfect balance of being friendly and conversational, but not intrusive. He also made two great drinks for us! The blood orange martini was almost like eating a piece of orange candy.

Hillary was our server. She was personable and knowledgeable. She provided excellent service to us throughout our entire meal.

We had the opportunity to meet Chef Jenny Drilon who has put together a declicious assortment of entrees suitable for any budget. The tilapia was cooked and seasonsed to perfection! At the end of our meal Chef Jenny sent desserts to us. The bread pudding had a caramel sauce that I could drink by itself! The cuban coffee chocolate cake was light and tasty, just the perfect balance of coffee and chocolate.

The entire evening was very delicious and pleasant, but it was the outstanding customer service that left me with a reason to return!