tag:blogger.com,1999:blog-7877891597921399150.post1235620739871751001..comments2023-06-03T11:13:07.317-04:00Comments on Brewing Insights - Stephanie Melish, Sales Barista: Run, Don't Wok!Stephanie Melishhttp://www.blogger.com/profile/17723925463648120821noreply@blogger.comBlogger18125tag:blogger.com,1999:blog-7877891597921399150.post-11342945850464318982012-02-08T18:23:30.941-05:002012-02-08T18:23:30.941-05:00Wow, some of the replies are hard core critics...m...Wow, some of the replies are hard core critics...my guess is you never made a mistake? Impressive. I have, but the important thing is to make things right- immediately which Mr Chef did. Unless we have robots cooking food, we are human and humans make mistakes. How we (on either end) handle the mistake makes us who we are.Barbshttp://www.freeusadrugcard.info/u572noreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-33946420327876453922012-02-08T18:21:26.858-05:002012-02-08T18:21:26.858-05:00Wow, you and I are a lot alike, although I joke ab...Wow, you and I are a lot alike, although I joke about me being high maintenance. I call my favorite Chinese good place that is about 3/4 mile up the road, and when she hears my voice, she says "no carrot right?" I hate carrots- always have, and never understood why if I order chicken and broccoli, that they would be included. Blech! Up until recently I never needed glasses so my dad's trick to try to get me to eat them saying "you never see Bugs Bunny wearing glasses, do you?" Ironically I am the only family member who doesn't eat carrots and the last person in my family to need glasses. Maybe I am Daffy Duck...got plenty of duck sauce to prove it!<br /><br />Anyway, love your customer service story!Barbshttp://www.freeusadrugcard.info/u572noreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-15193660688896695812011-06-28T08:46:15.356-04:002011-06-28T08:46:15.356-04:00Mr. Shawn, thanks for pointing out the missing res...Mr. Shawn, thanks for pointing out the missing restaurant name! That was the first thing I looked for. I think this is a great story. I'm also a stickler for having things prepared properly. If I'm going to pay someone else to make my food, they are going to make it the way I like it. I've worked in the restaurant business before, and if our chef prepared something wrong it went back, with an apology, to be prepared again.Squidbothttps://www.blogger.com/profile/10389693543039853503noreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-12575553442908882072011-06-13T04:54:52.844-04:002011-06-13T04:54:52.844-04:00While I'd agree that the restaurant handled th...While I'd agree that the restaurant handled the mistakes well, I would have done some things differently:<br /><br />1) Test the technology before letting your customers find problems. <br /><br />While online ordering is great, having hungry customers waiting an hour for you to make their food is not. Since many restaurants survive or fail based on word of mouth, they can't just count on satisfying the customer-- great customer service is now expected as standard in such an industry. It seems to me like the restaurant forgot about your order (or misplaced it), then blamed the problem on their technology to cover their mistake. Not good. If it was in fact the technology, they could have easily tested this beforehand, and probably should have.<br /><br />2) Be proactive.<br /><br />Certainly, you called the restaurant when they got the order wrong. Still, how many companies are content to make the customer go the extra mile, instead of doing it themselves? After the first mistake, the restaurant should have called *you* to check that everything was satisfactory-- and given you 20% off your next meal there for your patience due to their mistake. After all, even if it's your technology, it's still your duty to make things right after you fail to meet customer expectations. They definitely should have done something extra after getting the order wrong as well.<br /><br />So, it seems to me like our double-tall, non-fat, no-whip sales barista provided the WOW, by being an extremely accommodating customer. The restaurant? Not as much, in my opinion.Marc Mayshttp://www.myplatinumparachute.com/noreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-11082639985513420202011-06-09T08:53:14.380-04:002011-06-09T08:53:14.380-04:00Mr. Shawn - The restaurant is Asian One.Mr. Shawn - The restaurant is Asian One.Stephanie Melishhttps://www.blogger.com/profile/17723925463648120821noreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-77574295452516716512011-06-09T03:53:24.595-04:002011-06-09T03:53:24.595-04:00"Because, you never know when you will serve ..."Because, you never know when you will serve that ONE person who will re-tell your service story."<br /><br />But, but, but... you didn't even mention the name of the restaurant!Shawn @SIDONIEYANGhttps://www.blogger.com/profile/08732137103645099062noreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-48064004284337889992011-06-08T09:02:32.104-04:002011-06-08T09:02:32.104-04:00When you do find a special company that takes the ...When you do find a special company that takes the time to go the extra mile and gives exceptional service, make sure you tell them how much it is appreciated, pass it on to the owner, and make it a point to do more business with them in the future. Great service and great feedback is extremely rewarding for both parties.Gavinhttp://www.frederictonkia.comnoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-40128154352316918012011-06-08T01:16:07.140-04:002011-06-08T01:16:07.140-04:00That's a good story.I would not buy from them ...That's a good story.I would not buy from them though. You got your order at 3rd attempt and it does not matter how did they dress it up. I would have expected things to be done right the first and every time. Did you speak to the owner to give them an honest feedback and point out the space for improvement?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-53513899491273001292011-06-07T18:15:03.643-04:002011-06-07T18:15:03.643-04:00I love all of the dialogue. So happy people have ...I love all of the dialogue. So happy people have their own opinions on the service they provided. I've ordered from them again and never had a problem since. I believe that it's how you react to a problem that sets your service apart. Every company is going to have a time when something doesn't go right, but not every company knows how to react in a way that gets the customer to keep coming back. THAT is what my article was all about.Stephanie Melishhttps://www.blogger.com/profile/17723925463648120821noreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-37716515283846212252011-06-07T11:53:47.972-04:002011-06-07T11:53:47.972-04:00I knew a business owner who decided to take a chan...I knew a business owner who decided to take a chance on a young guy because when they went for a lunch interview (he made the young interviewee drive) the young guy ran to unlock the car door because it was a hot day and he didn't want to leave the owner standing in the hot sun. The owner decided that if the young guy would make that extra effort for such a small thing, he would be good for his business (which he was).Bob Yanegahttp://bobsense.comnoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-58679677139741050722011-06-07T11:23:59.011-04:002011-06-07T11:23:59.011-04:00I agree with Mr. Martin. The first was a technolog...I agree with Mr. Martin. The first was a technological screw up - ordering online was a new advancement to the restaurant, and who knows how many order they may have had coming in all at the same time? That's excusable. I, myself, am very particular about my food, so I understand about calling back to make the restaurant aware of the mistake. I think it's fantastic that they fixed it and personally sent the chef, on foot!<br />That would keep me ordering from there. Maybe with a little more apprehension, I'd still get them my patronage.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-76897210287218451162011-06-07T11:20:39.267-04:002011-06-07T11:20:39.267-04:00while i too subscribe strongly to the notion that ...while i too subscribe strongly to the notion that "the slower we go the faster we go" i also accept that perfection is not typical... which is where the concept that “mistakes made are an opportunity to create a client for life” - if you respond the right way!Mitch Rolskyhttp://www.cityhomesandlifestyle.comnoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-32149170493956610302011-06-07T11:15:25.050-04:002011-06-07T11:15:25.050-04:00I think you guys may be missing the point. You got...I think you guys may be missing the point. You got to make it right. That is the only way to salvage a relationship that is going wayyyy bad. Even with the pile up of screwups- they made it right with WOW! If they gave up after the first time all there would be is BAD Press and we all know that spreads much faster than good. In this case they ultimately ended up with GOOD press and a story that shows they care enough to make it right no matter what.Stephen S.Martinnoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-56291718793568832602011-06-07T10:47:59.039-04:002011-06-07T10:47:59.039-04:00Dr. Phil - I could not agree with you more. Nice t...Dr. Phil - I could not agree with you more. Nice that the "chef" came running right over with the second (correct) order, but by that time, the jury was out. Guilty. Of bad service. Of terrible execution. I am sure they were very nice about it - but we know where that gets people.Paaul O'Mearahttp://www.about.me/paulomearanoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-79270819835212821362011-06-07T10:46:03.528-04:002011-06-07T10:46:03.528-04:00I agree with Dr. Phil. You only get one chance to ...I agree with Dr. Phil. You only get one chance to make that first impression, and, while I can live with one mistake, if they keep making it, that tells me they really don't CARE enough to get it right. I applaud them for apologizing and making it right, but my next order would be from a different chinese restaurant.matthewcnoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-7026666798298215442011-06-07T09:23:20.706-04:002011-06-07T09:23:20.706-04:00Sorry, but by the time the 3RD mistake took place,...Sorry, but by the time the 3RD mistake took place, I've made up my mind to never do business with them again. I much more believe in, "slow down to speed up." Take the time to DIRTFT (DO IT RIGHT THE FIRST TIME)and sales and profits will soar. Sales Dr.PhilPhil Rnoreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-34253317103068495982011-06-07T09:21:12.271-04:002011-06-07T09:21:12.271-04:00Nicely told. Thanks for sharing. It made me click ...Nicely told. Thanks for sharing. It made me click from sales caffeine newsletter to your blog. I almost clicked on Jeffery's article.......hbruhnerhttps://www.blogger.com/profile/03738276785490461267noreply@blogger.comtag:blogger.com,1999:blog-7877891597921399150.post-36951326197079520122011-06-07T08:23:21.395-04:002011-06-07T08:23:21.395-04:00GOOD STORY ... and totally with you on the onion b...GOOD STORY ... and totally with you on the onion bit -- like 'em or not, they're in almost everything !! ... you're not alone out hereRodney POWELLhttp://powell-propertytax.comnoreply@blogger.com