Thursday, July 05, 2007
Customer Service Kudos - Wall of Fame
I met Ronnie at the front door of Papa Cheney’s (Windsor, Ontario, Canada, 519.258.1334) at the end of a long afternoon shift. A colleague and I decided to stop for dinner and were not certain who was serving at 11PM. After several false starts (read—two dive bars and an upscale eatery) we got a recommendation for Papa Cheney’s.
From the moment Ronnie shook our hands, discovered our hometown, uncovered some of our hobbies, and personally introduced us to our server (who jogged over to get us) we felt welcomed and exceptionally cared for.
Then we got to experience Server Mark. This Gen Y body-builder took TIME—listened, focused on us, made recommendations to suit our taste preferences (not what the chef wanted to sell that night). He kept us informed of Customer Appreciation Day specials, the status of our order, and the excitement happening on the upper level.
Mark was amazing…
just as you took your last sip - he delivered a refill,
just as you needed a breather - he stopped by to chat,
just as you swallowed the last bit of food - he was ready with the bill.
Now, we weren’t the only folks there - the joint was packed; music thumped; conversations flowed all around.
I’ve tried to analyze what made the difference, and come up with—Papa Cheney employees have a genuine interest and passion in cultivating long-term customers. They have a heightened awareness of their surroundings at any given moment. The energy they create draws you to the warmth of the place and people.
Will I go back? You bet - it would take a lot of convincing to change my mind about the excellent Canadian hospitality.
Until next time...Live like you mean it!
Marjorie