Despite arriving on time for our reservation, we were told we had to wait. A bit annoying, since we could see a couple of open tables. The host then directed us to the bar, where the bartender, of course, asked if we wanted a cocktail, which we declined. Within the space of a minute, our anticipated pleasant evening was going downhill - I'm thinking typical restaurant trick, trying to eke out an extra couple of dollars from a patron. But then my attitude changed.
The observant bartender noted that we were waiting longer than usual, and placed a two prosecco cocktails in front of us, with a smile and said, simply enjoy!
After a superb meal, my wife and I lingered, chatting in the warm summer evening. After a bit, the manager stopped by, asked if everything was ok, and then did we want dessert. No, we replied, having satiated ourselves. Noticing we were not ready to go, he then said, how about a sambucco, my treat?
Here's what stands out. Both the bartender and the manager clearly had the authority to make their offers, without prompting. Further, despite my suspicions, their over-riding focus was on customer satisfaction. This doesn't happen without clear expectations from the management.
So, what started off as potentially annoying turned into an extremely pleasant evening and, of course, we'll be back. The business savvy owner of this restaurant (who wasn't there) has clearly learned the total customer experience has real value, and instilled the necessary behaviors in his staff. Not something that just happens.
Client focus matters.
By the way, we left a good tip.
The observant bartender noted that we were waiting longer than usual, and placed a two prosecco cocktails in front of us, with a smile and said, simply enjoy!
After a superb meal, my wife and I lingered, chatting in the warm summer evening. After a bit, the manager stopped by, asked if everything was ok, and then did we want dessert. No, we replied, having satiated ourselves. Noticing we were not ready to go, he then said, how about a sambucco, my treat?
Here's what stands out. Both the bartender and the manager clearly had the authority to make their offers, without prompting. Further, despite my suspicions, their over-riding focus was on customer satisfaction. This doesn't happen without clear expectations from the management.
So, what started off as potentially annoying turned into an extremely pleasant evening and, of course, we'll be back. The business savvy owner of this restaurant (who wasn't there) has clearly learned the total customer experience has real value, and instilled the necessary behaviors in his staff. Not something that just happens.
Client focus matters.
By the way, we left a good tip.
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