All of us go out to eat, some more than others. I know for Jess and I, we try to eat at home and make meals just because it is more cost effective and healthier. But, we still end up going out to eat once week either as a date night or with friends. Last Sunday night, Jess and I went out to eat with another couple to the Macaroni Grill located in the Susquehanna Shops of Harrisburg, Pa. As part of my blogging, I want to compliment outstanding customer service or in maybe some cases discuss a constructive criticism to a bad customer service experience. However, in this case it is extremely positive.
Our server was attentive, courteous, friendly and had a good sense of humor. Our food came out in a timely manor, tasted great and had the presentation the four of us were expecting. So great, right? This is an example of meeting someone’s expectation and providing a promised service and a “good” experience. However, I’ve always been a huge fan and learned at an early age that you want to over deliver or over perform in a service industry. I can’t express the importance of over delivering and exceeding ones expectations of our services enough to my staff. Even though they do a great job at this and they are always tired of me talking about it, it is just something I’ve always believed in and am very passionate about. In fact, it was one of the first things my manager, Michael Prince told me when I worked at Guitar Center back in high school for a few months.
So where am I going with this? We noticed something special while we were enjoying our meal. We were there for a late dinner on a Sunday night so needless to say the restaurant was at a low capacity and was slow. Most of the time when I have been in restaurants during this time of night the servers would be texting and waiting to leave. In this case, the servers and staff were continuing to be attentive and started to clean this place up and down. They were going around to every table and using a black light/flash light to inspect how clean each seat, plate, glass, and piece of silverware was. WOW!!! This is the one thing I never try to think about when going out because I know most restaurants are typically not up to par with this. To use a black light and take the time to properly inspect to make sure you are being over accommodating to create an exceptionally clean environment is exceptional customer service in my book.
In the last week I kept asking to myself, what is my black light? What can I be using or doing to make sure I am over achieving and over delivering on every promise, event, and performance my company and I are in charge of. If you are already providing a great service and are making people happy, find your black light and make people blown away by exceeding their expectation. Side note: People talk about a bad experience, don’t complain but not always talk about a good experience, AND will shout from the mountain tops raving about a GREAT EXPERIENCE!
Jason Klock, Owner of Klock Entertainment in Harrisburg, Pa