You would think, especially in this economy when it's challenging to get customers, that most restaurants would be on their best behavior. They are in the hospitality business and good customer service ALWAYS wins. (And, for the most part, this holds true for virtually any business.).
What's odd is it seems that everywhere you go, you either get FABULOUS customer service or LOUSY customer service. What gives?
Today, I found myself on a journey upstate to Cold Spring NY along the Hudson, up around the West Point area. I've never been here before, but I came here to help a real estate agent who is rehabbing an old home in this quaint town. It was the perfect day - sunny breezy and a beautiful view of the Hudson on this Friday afternoon on this 4th of July holiday weekend. Good moods all around and a very peaceful and relaxed atmosphere. (Note to self: I need to come back here and maybe even spend a weekend at a Bed & Breakfast here).
So, i did some work a few feet away from the Hudson...and yes, I got internet service...how cool is that?
I thought I'd finish up the afternoon by having a relaxing lunch outside. First, I went to The Foundy Cafe on Main St. It looked cute, but looks can be deceiving. Their customer service was HORRENDOUS. I had trouble getting anyone's attention to see if I could sit outside or if I should order from the counter. Finally, they said, "sure" we'll take care of you. I'm starving and no one shows up for a LONG time. So, I go inside to see if I can order from the counter. She apologized and said she'd be out in minute. I then wait a long time and make a phone call to Dagny Eason to try to pass the time. still no one. I then go inside and get ignored again. Finally, I ask if I can order and the woman said the other woman would help me. She then said, "I just went out there and you weren't there." "I said, do you mean while you just saw me standing here?" She replied rudely and I said, "Okay, well can I just let you know what I'd like?" She then said, "I'll be out there in a few minutes." I said, "Don't bother. I'll find somewhere else."
I compare and contrast that to the wonderful experience I had 2 ninutes later up the street from at The Silver Sppon Bar & Restaurant. A lovely waitress named Chrissy helped me right away. I told her I was starving so she got me a drink right away, took my order and everything was great. She checked up on me a couple of times to make sure I was happy. She seemed to know lots of passerby's - they all seemed to know and like her - some seemed to live here, some just came for the weekend. She had a chat w/ the neighboring table talking abt Communty Day and fireworks for Sunday.
I even asked her if I could go inside to use one of the outlets inside to recharge my computer. She was so nice and accomodating. Then, as she gave me my bill, she gave me a coupon for $2 off my next meal. I was so touched and impressed...they want my business. (And, of course, I new marketing idea for me and my business....I need to physically give my customers gift certificates. duh!).
So, it really is amazing how this economy seems to bring out the best and worst of us. I guess this is even more of a reason to shine from a customer service perspective. (And, if you're in Cold Spring, say hi to Chrissy for me).
Addendum:
I wrote a bad review about the first restuarant on yelp...and, apparently, I'm not the only one. I then when back to my potential customer and relayed the story to her and her husband. They will not be going to the Foundry and they are now planning to use the coupon for The Silver spoon (and they know Chrissy).
