- Joined
- Nov 2, 1999
- Messages
- 2,805
It took a very patient customer to firmly, but politely remind me tonight in a phone call, what matters most to ATC's customers...something that I seem to have forgotton a bit as I have been mentally pre-occupied by the management issues and daily problems of a new, growing business. It's called accurate information.
He did this with an illustration that hit home for me probably more effectively than he may have thought, because he didn't know that I LOVE to cook and to eat great cooking even more!
In sum, he said that when he takes his family to a restaurant where he knows the food is GREAT, and is told the wait is gonna be an hour, it doesn't feel to good when the wait is more like an hour and a half before they're seated. THEN, when he's told that their meals will be out in forty five minutes, but come in an hour, it feels even more disappointing. The kids are fidgety, everyone's hungry, and they're a captive audience.
He didn't use these words exactly, but I knew what he was trying to tell me. Well guess what....it worked.
SO!!!!!!!
In short, let me say up front that I want you to keep coming back to my little specialty restaurant. AND, that while I haven't mentioned it to date, we really have already hired a few more cooks and have ordered a TON of new kitchen equipment. But if I don't tell you, I just might not see you again for quite some time, if ever again.
Also, to keep you coming back, we're adding some things to the menu...not just specials, but dishes that are sumptuous and you can order them anytime!!!!!
During this time of improvement, cause we can't do it overnight, I'm going to ask you to have a drink on us at the bar until your name is called. And that drink is gratitude...gratitude from the American Tomahawk Company.
If that won't keep you inside, take me aside and tell me your woe. I won't avoid you, and I'll make it right! I'll probably even give you a coupon for your next visit!
Because we value your business and know full well that this works both ways.
Be well and have a blessed holiday.
(...and thanks Mark!)
He did this with an illustration that hit home for me probably more effectively than he may have thought, because he didn't know that I LOVE to cook and to eat great cooking even more!
In sum, he said that when he takes his family to a restaurant where he knows the food is GREAT, and is told the wait is gonna be an hour, it doesn't feel to good when the wait is more like an hour and a half before they're seated. THEN, when he's told that their meals will be out in forty five minutes, but come in an hour, it feels even more disappointing. The kids are fidgety, everyone's hungry, and they're a captive audience.
He didn't use these words exactly, but I knew what he was trying to tell me. Well guess what....it worked.
SO!!!!!!!
In short, let me say up front that I want you to keep coming back to my little specialty restaurant. AND, that while I haven't mentioned it to date, we really have already hired a few more cooks and have ordered a TON of new kitchen equipment. But if I don't tell you, I just might not see you again for quite some time, if ever again.
Also, to keep you coming back, we're adding some things to the menu...not just specials, but dishes that are sumptuous and you can order them anytime!!!!!
During this time of improvement, cause we can't do it overnight, I'm going to ask you to have a drink on us at the bar until your name is called. And that drink is gratitude...gratitude from the American Tomahawk Company.
If that won't keep you inside, take me aside and tell me your woe. I won't avoid you, and I'll make it right! I'll probably even give you a coupon for your next visit!
Because we value your business and know full well that this works both ways.Be well and have a blessed holiday.
(...and thanks Mark!)
