Think about all the workers you
come into contact with as a consumer.
Just being good at what they do
isn’t enough. How they go about doing it can matter even more.
Even if a doctor cures you, you
wouldn’t use him again if he was rude. An attorney who never
returns your calls will probably lose you as a client, even if
she wins your case.
Nowhere is this more prevalent
than in the restaurant business.
I’m a Foodie, and like extra sauce
on everything. Breakfast isn’t breakfast to me unless there’s
Tabasco sauce on something.
I always order extra maple butter
sauce with the Walnut Blondie at Applebee’s, extra vanilla icing
with Domino’s CinnaStix, and extra barbecue sauce with
McDonald’s Chicken McNuggets. Servers sometimes forget this
special request and the food is cold by the time I get the extra
ruins the entire meal.
Once at a Ruby Tuesday’s, I
ordered their Asian dumplings with extra Thai peanut sauce. A
server named Annisha brought the meal with the extra sauce,
having no idea what a high-maintenance customer I am.
I love iced tea and it’s next to
impossible to keep my glass full. Annisha was swamped with
customers and I expected that I’d have to go easy on the spicy
sauce since she probably wouldn’t be back to refill my glass.
But she managed to take care of her other customers while
refilling my glass four times – without me even having to ask
The next test was the bill. One of
my pet peeves is having to wait and wait and wait for the bill
when I’m ready to leave. Annisha had it ready when I was.
When she brought back the change,
she looked me in the eye and said, “It’s been a pleasure waiting
on you and I’d like to wait on you again”.
This was remarkable for two
First, it had to be anything but a
pleasure to wait on me. The poor woman was swamped and I kept
her running the entire time.
Second, she had such sincerity
that I actually believed her. For just a moment, the cynicism we
all develop as consumers faded away. The cashier at the gas
station I had just patronized who mumbled “Have a nice day” but
looked like he should be on America’s Most Wanted no longer
tainted my outlook.
Ruby Tuesday's has great food, but
so do lots of other Nashville restaurants. This location had a
great employee who made all the difference.
People don’t just go to a
restaurant for the food; they go for the experience. No matter
how good the food is, they won’t come back if the service is
This is the Power of One.
To Your Success,
P.S. The next time I was there, the servers were
wearing buttons that read “The answer is YES! What’s the
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