We took our granddaughters
out to dinner the other night: the server wasn’t very good, but his supervisor wisely
and expediently saved the day. The server brought the kids their meals quickly
– I thought that was pretty thoughtful: but 10 minutes later we were still
waiting for our meals and the kids were done. Upon noticing this, the
supervisor didn’t waste time trying to explain what had gone wrong – she delivered
the meals herself and then brought ice cream to keep the kids occupied while we
ate. I know that things can get messed up in restaurants and try to give them
the benefit of the doubt; but I also know the importance of service recovery. Remember that when things don’t go exactly as
planned, it takes less time to fix it that to explain why it wasn’t right in
the first place. The best service people don’t make excuses: they do what it
takes to make excellent service happen every time.
Henry Wadsworth Longfellow
(1807 –1882): American poet and educator whose works include "Paul
Revere's Ride”.
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