e this to the next dinner out during the same week on the same seminar run in a different city. I had asked several participants for some advise on a great place for “local cuisine” and was directed to an establishment that had received several thumbs up. This time I had a rental car and was able to leave the hotel I was staying in. I pulled into the parking lot and found it nearly full. “A good sign” I said to myself. I walked into a very busy restaurant; however, I was greeted immediately. And it was a friendly greeting, not “canned.” I was asked how I was, told it would be a minute and have a seat on the waiting couch.

The interior was set up to make a mood, again there was a sports bar feel to it, with pool tables, and t

Does good Customer Service make a meal taste better?

I certainly think so and after this article, maybe you will too.

I was on the road, “seminaring”, and staying at a hotel that had a restaurant and bar and grill on the premises.

If you have traveled and stayed at these types of establishments, you know the type. It had a sporty feel to it, with pool tables, a juke box and tables sprinkled throughout, and a warmed over interior designed to make you leave after a few drinks and eats.

Inasmuch that I did not have a rental car for that seminar and was staying at the hotel, I figured “what the hell.” How bad could it be?

It really was not that bad. What made it stand out in my mind was the lack of service, after the hotel I was staying in had GREAT service. Note to all Hotel Managers: If you have really good service in the hotel and bad service in the restaurant, people will remember the bad service in the restaurant. It stuck with me enough to want to make me write an article about it.

The story is as follows; Long day on my feet, tired from being energetic in my seminar and looking for a decent meal, no hassles, so I can retire to my room and get ready for the next day.

I walked in and proceeded to look around for help. And looked, and waited and looked around. Finally just as I said “forget it”, a service person appeared and asked if I was there to have a drink or a meal. She invited me to sit down.

Of course, I sat down, as I had little choice or options at that point. I was handed a menu (dirty menu) and then asked what I would like. I ordered fried calamari appetizers and a chicken parmesan sandwich. At this point, I thought, “hey the food is ordered, sit back, relax and get through the meal, pal. You have a long day ahead of you tomorrow.”

Then I realized my server was allllllllllllll alooooooonnnnne!

Now that never ceases to amaze me. It is 5:00 pm, normally people are getting hungry, and you’d think there would be help available for dinner time. The place started filling up, and my poor server started running around like mad trying to keep up. Maybe someone called in sick, maybe there was another emergency, I don’t know. All I know is that when you are busy and alone, you have no time for anything except to take an order and rush away.

And that translates into poor Customer Service. And it’s not the fault of the server. It’s the responsibility of the manager to make sure enough help is available.

The food, I’d rate it about a 7. The service I’d rate about a 5 and the server I’d rate about a 9 just for trying to keep up and working with what she had.

What amazes me is the front desk had plenty of help, as I’m sure that making a great first impression is the goal of this management staff. It’s what happens after that first impression that is more important in the long run.

If you talk the talk, you gotta walk the walk.

Compare this to the next dinner out during the same week on the same seminar run in a different city. I had asked several participants for some advise on a great place for “local cuisine” and was directed to an establishment that had received several thumbs up. This time I had a rental car and was able to leave the hotel I was staying in. I pulled into the parking lot and found it nearly full. “A good sign” I said to myself. I walked into a very busy restaurant; however, I was greeted immediately. And it was a friendly greeting, not “canned.” I was asked how I was, told it would be a minute and have a seat on the waiting couch.

The interior was set up to make a mood, again there was a sports bar feel to it, with pool tables, and te

after the hotel I was staying in had GREAT service. Note to all Hotel Managers: If you have really good service in the hotel and bad service in the restaurant, people will remember the bad service in the restaurant. It stuck with me enough to want to make me write an article about it.

The story is as follows; Long day on my feet, tired from being energetic in my seminar and looking for a decent meal, no hassles, so I can retire to my room and get ready for the next day.

I walked in and proceeded to look around for help. And looked, and waited and looked around. Finally just as I said “forget it”, a service person appeared and asked if I was there to have a drink or a meal. She invited me to sit down.

Of course, I sat down, as I had little choice or options at that point. I was handed a menu (dirty menu) and then asked what I would like. I ordered fried calamari appetizers and a chicken parmesan sandwich. At this point, I thought, “hey the food is ordered, sit back, relax and get through the meal, pal. You have a long day ahead of you tomorrow.”

Then I realized my server was allllllllllllll alooooooonnnnne!

Now that never ceases to amaze me. It is 5:00 pm, normally people are getting hungry, and you’d think there would be help available for dinner time. The place started filling up, and my poor server started running around like mad trying to keep up. Maybe someone called in sick, maybe there was another emergency, I don’t know. All I know is that when you are busy and alone, you have no time for anything except to take an order and rush away.

And that translates into poor Customer Service. And it’s not the fault of the server. It’s the responsibility of the manager to make sure enough help is available.

The food, I’d rate it about a 7. The service I’d rate about a 5 and the server I’d rate about a 9 just for trying to keep up and working with what she had.

What amazes me is the front desk had plenty of help, as I’m sure that making a great first impression is the goal of this management staff. It’s what happens after that first impression that is more important in the long run.

If you talk the talk, you gotta walk the walk.

Compare this to the next dinner out during the same week on the same seminar run in a different city. I had asked several participants for some advise on a great place for “local cuisine” and was directed to an establishment that had received several thumbs up. This time I had a rental car and was able to leave the hotel I was staying in. I pulled into the parking lot and found it nearly full. “A good sign” I said to myself. I walked into a very busy restaurant; however, I was greeted immediately. And it was a friendly greeting, not “canned.” I was asked how I was, told it would be a minute and have a seat on the waiting couch.

The interior was set up to make a mood, again there was a sports bar feel to it, with pool tables, and t

t down, as I had little choice or options at that point. I was handed a menu (dirty menu) and then asked what I would like. I ordered fried calamari appetizers and a chicken parmesan sandwich. At this point, I thought, “hey the food is ordered, sit back, relax and get through the meal, pal. You have a long day ahead of you tomorrow.”

Then I realized my server was allllllllllllll alooooooonnnnne!

Now that never ceases to amaze me. It is 5:00 pm, normally people are getting hungry, and you’d think there would be help available for dinner time. The place started filling up, and my poor server started running around like mad trying to keep up. Maybe someone called in sick, maybe there was another emergency, I don’t know. All I know is that when you are busy and alone, you have no time for anything except to take an order and rush away.

And that translates into poor Customer Service. And it’s not the fault of the server. It’s the responsibility of the manager to make sure enough help is available.

The food, I’d rate it about a 7. The service I’d rate about a 5 and the server I’d rate about a 9 just for trying to keep up and working with what she had.

What amazes me is the front desk had plenty of help, as I’m sure that making a great first impression is the goal of this management staff. It’s what happens after that first impression that is more important in the long run.

If you talk the talk, you gotta walk the walk.

Compare this to the next dinner out during the same week on the same seminar run in a different city. I had asked several participants for some advise on a great place for “local cuisine” and was directed to an establishment that had received several thumbs up. This time I had a rental car and was able to leave the hotel I was staying in. I pulled into the parking lot and found it nearly full. “A good sign” I said to myself. I walked into a very busy restaurant; however, I was greeted immediately. And it was a friendly greeting, not “canned.” I was asked how I was, told it would be a minute and have a seat on the waiting couch.

The interior was set up to make a mood, again there was a sports bar feel to it, with pool tables, and t

l I know is that when you are busy and alone, you have no time for anything except to take an order and rush away.

And that translates into poor Customer Service. And it’s not the fault of the server. It’s the responsibility of the manager to make sure enough help is available.

The food, I’d rate it about a 7. The service I’d rate about a 5 and the server I’d rate about a 9 just for trying to keep up and working with what she had.

What amazes me is the front desk had plenty of help, as I’m sure that making a great first impression is the goal of this management staff. It’s what happens after that first impression that is more important in the long run.

If you talk the talk, you gotta walk the walk.

Compare this to the next dinner out during the same week on the same seminar run in a different city. I had asked several participants for some advise on a great place for “local cuisine” and was directed to an establishment that had received several thumbs up. This time I had a rental car and was able to leave the hotel I was staying in. I pulled into the parking lot and found it nearly full. “A good sign” I said to myself. I walked into a very busy restaurant; however, I was greeted immediately. And it was a friendly greeting, not “canned.” I was asked how I was, told it would be a minute and have a seat on the waiting couch.

The interior was set up to make a mood, again there was a sports bar feel to it, with pool tables, and t

e this to the next dinner out during the same week on the same seminar run in a different city. I had asked several participants for some advise on a great place for “local cuisine” and was directed to an establishment that had received several thumbs up. This time I had a rental car and was able to leave the hotel I was staying in. I pulled into the parking lot and found it nearly full. “A good sign” I said to myself. I walked into a very busy restaurant; however, I was greeted immediately. And it was a friendly greeting, not “canned.” I was asked how I was, told it would be a minute and have a seat on the waiting couch.

The interior was set up to make a mood, again there was a sports bar feel to it, with pool tables, and televisions tuned to all the sports channels. The interior was warm and friendly and reflected the service I was to receive.

Seconds later (it seemed), I was led to my table and again I was greeted and a server appeared. She asked how I was, pointed out the menu items on special (this time it was a clean menu), took my drink order and proceeded to make a very good first impression.

Throughout the meal, I was asked several times if I needed anything else, how was the meal, etc. My server also made a recommendation for a dessert (which I accepted) and I had a delicious slice of Banana Cream Pie.

I’d rate the food about a 9, the service about a 9 and the server about a 9.

But you know what, in my mind the food tasted better because I had better service. Have you ever had that experience? The service was so good that the food became better, no matter the chef's expertise, the cuisine or the wait.

I was greeted promptly, asked what I would like to have, advised to try something new and invited to come back. None of that happened in the first experience.

So, even though the hotel I stayed in had great service at the front desk and my stay was great, I would rate them overall about a 6 or 7 based on my perception of the service in the hotel’s restaurant.

On the other hand, the next restaurant rated higher because the service was that much better.

What can we take away from this?

1. Interiors may set the mood, but Customer Service Professionals set the Expectation.

2. If your Service is great in one area, but lacking in another, we will only remember the bad experience.

3. Good Service will get someone to come back, Great Service makes them WANT to come back.

4. All great First Impressions include a Smile and a Warm Greeting.

‘Till the next time.