And can you, can you imagine fifty people a day, I saidfifty people a day walking in singin a bar of Alice’sRestaurant and walking out. And friends they may thinksit’s a movement.—
by Arlo Guthrie ’s Restaurant Alice
Arlo Guthrie sang about starting the “
’s Restaurant Anti-Massacree AliceMovement.” I say let’s start another movement that you can participatein any time anywhere you’re a customer.
Let me divert you first to a blog post Mike Sigers wrote over atSimplenomics. Note especially, the comment by Dov Gordon. Then comeback here.
Welcome back. It all started in my favorite
breakfast Austin, TXrestaurant, Kerbey Lane Caf?. My wife and I went there yesterday fora late brunch. I ordered a big ‘ol bad omelet and a side of Texastoast. The waitress, busy in a crowded restaurant never let my coffeecup stay empty very long. She was polite and efficient. The omelet andthe potatoes were perfect. The service was everything you would want.
toast was dry. I don’t know why, but I didn’t complain Texasabout it to the waitress. Frankly, it wasn’t that big of a deal.
However, when I left, I walked up to the host, whom I think may havebeen the shift manager and said,
“You know, the service was great and our omelets were perfect, butif there was one thing I would improve, it would be to betterprepare the
toast. It was too dry.” Texas
The host was polite and responded well to the feedback. I have no ideawhether he’ll share that feedback with the kitchen staff or if he’llcommunicate the feedback upward.
But if we started a movement where every customer provided feedback tobusinesses and other organizations, I’ll bet a fair amount of it mightbe listened to. Perhaps after the third or fourth piece of feedbackaround the same subject, management might act.
Next time you’re a customer and you experience something that you wouldlike to see done better, find the manager and say something similar to,“If there’s one thing I believe you could do to improve the customerexperience, it would be to_______.”
Also, if you see superlative customer service, be sure to praise boththe person delivering it and let his or her supervisor know.
Provide me with feedback on Twitter. I’m txglennross.