Customer Service Is Still Alive!

My husband and I just recently celebrated our 19^th wedding anniversary. He decided to take me to dinner at a downtown restaurant noted for its quality food. I was to make the reservations. Upon calling and confirming our desired time, the reservationist asked if this was a special occasion. To which I replied enthusiastically, “it’s our wedding anniversary.”  I was then told we would have a “special” table awaiting our arrival. After hanging up, I thought the anniversary celebration was off to a great start- a special table which probably meant a “special” location.

As soon as we arrived and provided our name, the Host immediately wished us a “happy anniversary” and inquired about the number of years. He was warm and genuinely seemed interested in our special day. Then we were escorted  to our "special" table which provided a window view, always a favorite of mine.  Once seated, I immediately noticed the hearts that were sprinkled across the table in an unobtrusive manner. This was just the kind of “special” touch that I liked. I was beaming with excitement and my husband knew he had selected just the right place.

Our waitress arrived to take our order and greeted us with a welcoming smile and “happy anniversary.” To which my husband replied, “word travels fast.” We all laughed- knowing that the “special” attention was definitely getting noticed. Shortly thereafter, another staff person arrived at our table with camera in hand and ready to take our picture. Within minutes, she returned with our personal copy in a “happy anniversary envelope.” Now that was another “special” touch.  My husband appreciated it because he knew it would only be minutes before I would be asking the staff to take our picture.

The Chef did not disappoint us. The food was excellent. In fact, we enjoyed every course, which was served timely- allowing us enough time to enjoy each other and the meal. We were so full that we didn’t have room for dessert. The waitress had informed us that the dessert was complimentary for our anniversary. Since we couldn’t eat it there, she suggested we select two desserts that could travel well and enjoy them later. And that we did.As we departed, once again we were wished a “happy anniversary!”  We always feel our anniversary is special because of our love for each other and the opportunity to share life’s journey together. 

This year our anniversary was “extra-special” because we experienced customer service “at its B.E.S.T.”

• Bright (image)- The actions of the staff aligned with the restaurant’s brand: quality food, environment, team, and service.
• Excellence (standards)- Everyone was prepared and attended to the details that made for an unforgettable experience.
• Satisfaction (energy)- All the “special” touches communicated a customer-focused experience that was aimed to exceed expectations and create a “wow” experience for the customers. The customers’  delight resulted in the staff being satisfied as well.
• Timely (timing)-  The team managed the time from start to finish so that the experience could be enjoyed.

If you are ever in downtown Columbus (OH), stop by Mitchell’s Steakhouse and let them “wow” you too- “Customer Service At Its B.E.S.T.!”

Note: Dr. Patricia Larkins Hicks is author of “Be Your B.E.S.T.” and conducts B.E.S.T. Customer Service training sessions. You can bet this story will be used in an upcoming session!