With our family recently expanding, we moved to our current neighborhood mainly because we needed a larger house. But we were also aware the school district had a great reputation, and we loved the gorgeous hills and valleys throughout the area.
Where we had lived in the San Fernando Valley, there was no shortage of places to eat with very good food and helpful, smart restaurant customer service. So we were curious about what the restaurant scene would be like?
Shortly after we settled in, I noticed a steakhouse not far from where we lived and was anxious to try it. So we did:
After being seated, a young, pleasant waitress took our order and brought us drinks. The décor was decidedly country, wood paneling with exposed wood rafters running across the ceiling. A comfortable, inviting dining room. I thought we made a good choice.
Whatever the standards are for restaurant customer service in a steakhouse, there’s nothing more important than getting the “temperature” right. Whether rare, medium rare or medium, when that steak come off the grill it better be close to the requested temperature. Otherwise the customer won’t enjoy it. Managers and owners of good steakhouses are well aware of this.
I’m in the medium-rare group. I can still enjoy a good steak if it gets cooked to medium. But that’s as far as I go. On this occasion when I cut into my steak, I saw that it was nearly well-done, a temperature that I don’t enjoy at all…
I asked for the waitress to return, and mentioned that my steak was overdone, reminding her of what I’d ordered. She looked at me for a few seconds and said, “I’m sorry”, and left towards the kitchen. Common sense told me, she’d be back in a minute to tell me another steak was on its way or a manager would stop by…but nothing…no one came.
We didn’t see her again till she asked about dessert, to which we declined. I decided not to bring up the “steak” again. No point, really.
As we left, I thought about the server, young and inexperienced as she was. I wondered, if she’d actually told anyone about my steak? I thought of her restaurant customer service training or lack of… whether the manager/owner or the server herself had decided to ignore me? In any case it didn’t speak well about their customer service standards.
And you know… we never went back. No axe to grind, just never had an interest to eat there again.
Over the years, as I’ve driven by the steakhouse, I’ve wondered, seeing the parking lot never close to being full, if the owner is “penny-wise, pound foolish” or simply maintains low restaurant customer service standards? I wonder too, if it ever occurs to him that a small amount of smart restaurant customer service training, might create a better dining experience, even increase the restaurant’s profits…?
For us, it was just a night out, one meal, no big deal. Plenty of other restaurants. And for the steakhouse it’s obvious he has some clientele. But I can tell you this: If he cared a little more, and if he and his staff read The Little Customer Service Book, experiences like mine, would be a thing of the past…and his parking lot would be noticeably more full…!
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/2023/02/28/surprising-customer-service/
