Here are two separate stories I received this week that share a common theme: restaurateurs who made meaning by expressing genuine interest, conveying authentic enthusiasm, and providing pleasant surprises. Those who practice these memorable customer service behaviors cannot help but succeed—even in a fragile economy.
Lynn from Kansas writes:
“When I went to pick up my taxes this morning in Paola, I parked in front of one of my favorite restaurants—Beethoven’s 9th—across the street from my accountant. It’s a fantastic German restaurant run by a German couple and their son. It was only 9:30am, and they don’t open until 11:00am.
I was making a call on my cell phone in the car when the restaurant owner came out and herded me into the restaurant. We talked as they made breakfast (no, they don’t open for breakfast, but that’s what I got!) and we had the whole restaurant to ourselves! What a pleasant surprise!
On top of that, they never gave me a bill to pay, so I left double the price of what I thought the breakfast would cost, as a “tip.” What wonderful people they are!”
Erin from Colorado writes:
“On Saturday, Fran and I went out to breakfast at a little restaurant that we frequent—the Country Road Café in Kittredge (highly recommend if you’re ever out this way!). It’s known far and wide in Evergreen, Morrison, and beyond, for its incredible food and is always packed.
While we were there Saturday, the owner, Mark, was out serving tables and topping everyone off with coffee, being very attentive to diners’ needs. He and his waiters kept coming by our table to try and top my coffee off, so finally I said, “Thanks, but no thanks, I’m pregnant, so I’m just trying to stick with one!” He seemed a little embarrassed, but said sorry and then something clever and walked away.
A few minutes later, he came back, and proceeded to tell us that he couldn’t believe he didn’t tell me congrats—and also told us about how much he enjoyed being a father. Later, as we got ready to pay our bill, it was marked, “No charge, congrats!”
Fran and I already loved this place, but we’ll be sure to continue going back after that kind of service and attention – and we’ll definitely share our great customer service story. And in this economy, we know a free meal means more, both to him (since people aren’t dining out as much) and to us, so it was an especially nice gesture.”
Guy Kawasaki in his book, The Art of the Start, describes why some succeed in business while others fail. He suggests that those who succeed in business set out to “make meaning, not money.” And contends, “Those who set out to make money, will not make meaning or money.”
These restaurateurs are out to make meaning. And their businesses, clientele, and reputations reflect that.
