Phoenix
Veteran
- Apr 16, 2003
- 8,584
- 7,430
A true story...
The hostess opened the door with smile as the party of 10 showed up at the restaurant. They were kindly told it would be 25 minutes until they could be seated. At 25 minutes the head of the party presented himself to the hostess of the good establishment and inquired as to why he and his party had not been called to be seated for their dinner. At exactly 26 minutes the head of the party lost his patience and began to raise his voice at the hostess. He caused such a commotion that the manager of the restaurant found it necessary to quickly make his way to the front door to see what needed to be done.
Jim politely introduced himself to the rude customer and explained that he was the manager. “Sir, what can I do for you?â€
The customer started to yell again and pointed his finger at the hostess. Jim immediately interrupted him. “Sir, you can yell at me, but you will not yell at my employees.†Stunned, the man then turned his attention to Jim the manager, and began his embarrassing tirade all over.
Jim allowed him to shout and explain the situation and then politely interrupted the gentleman. “Sir, if you don’t stop yelling you are going to have to leave. Here is what I can do for you. I can split your party of 10 into two parties and seat you all now, or if you give me five more minutes I will seat all of you together.â€
The irate customer calmed down and agreed to wait another five minutes.
During the meal, Jim visited their table and made sure that they were enjoying their dining experience.
When it was time to take the bill to the gentleman who had made a fool of himself, Jim personally carried it to the man and announced, “Sir, I would like to apologize that you did not receive the dining experience you expected this evening. I have adjusted your bill. All of your drinks are on the house. (“compedâ€) And here is my business card. Next time you come, ask for me. Your entire meal will be on the house. We would like you to give us the opportunity to show you the level of service that we pride ourselves on. Have a good evening.â€
Yes, it is a true story.
At first, the corporate headquarters mentioned to Jim that he seemed to have too many “comps.†But, because his sales were so much higher than the other restruants, they sent him to save five different restaurants from shutting down. (some failing health inspections and loosing $20,000 a week). Jim made all of them break even in a month and become profitable within two months.
Fast forward seven years... this month Jim will open his third restaurant. He enjoys putting his name over the door, and having his managers carry their bussiness card in their pocket. (They give their cards out to polite people too.)
The hostess opened the door with smile as the party of 10 showed up at the restaurant. They were kindly told it would be 25 minutes until they could be seated. At 25 minutes the head of the party presented himself to the hostess of the good establishment and inquired as to why he and his party had not been called to be seated for their dinner. At exactly 26 minutes the head of the party lost his patience and began to raise his voice at the hostess. He caused such a commotion that the manager of the restaurant found it necessary to quickly make his way to the front door to see what needed to be done.
Jim politely introduced himself to the rude customer and explained that he was the manager. “Sir, what can I do for you?â€
The customer started to yell again and pointed his finger at the hostess. Jim immediately interrupted him. “Sir, you can yell at me, but you will not yell at my employees.†Stunned, the man then turned his attention to Jim the manager, and began his embarrassing tirade all over.
Jim allowed him to shout and explain the situation and then politely interrupted the gentleman. “Sir, if you don’t stop yelling you are going to have to leave. Here is what I can do for you. I can split your party of 10 into two parties and seat you all now, or if you give me five more minutes I will seat all of you together.â€
The irate customer calmed down and agreed to wait another five minutes.
During the meal, Jim visited their table and made sure that they were enjoying their dining experience.
When it was time to take the bill to the gentleman who had made a fool of himself, Jim personally carried it to the man and announced, “Sir, I would like to apologize that you did not receive the dining experience you expected this evening. I have adjusted your bill. All of your drinks are on the house. (“compedâ€) And here is my business card. Next time you come, ask for me. Your entire meal will be on the house. We would like you to give us the opportunity to show you the level of service that we pride ourselves on. Have a good evening.â€
Yes, it is a true story.
At first, the corporate headquarters mentioned to Jim that he seemed to have too many “comps.†But, because his sales were so much higher than the other restruants, they sent him to save five different restaurants from shutting down. (some failing health inspections and loosing $20,000 a week). Jim made all of them break even in a month and become profitable within two months.
Fast forward seven years... this month Jim will open his third restaurant. He enjoys putting his name over the door, and having his managers carry their bussiness card in their pocket. (They give their cards out to polite people too.)
