What is good customer service? I think the answer to that question is in how you resolve issues that affect your customers. I’ll give you an example.
Last night my wife and I went to eat at a restaurant near our home. We ordered our meal and after a little bit of a longer wait that usual we got our food. My wife’s meal wasn’t prepared correctly. She took it back and they promised to fix it and get it right back to her.
15 minutes later I had finished eating and she was still waiting. So we went back to the counter and told them we wanted the food to go since we were finished and the food still wasn’t ready. They told her that they were just starting to make it and it would be another 10 minutes.
We were understanably upset, they had serviced a huge number of customers (a bus load of teenagers ) since they had been informed of their mistake and yet they had apparently let this issue slip between the cracks. We asked to speak to the manager and told her we just wanted our money back.
She countered that she would comp our next vist but that she didn’t want us to leave without the food and she said she would personally make it and it would take only about 5 minutes.
True to her word she went back into the kitchen and within five minues she was back with the meal prepared corretly. Then she comped the entire meal. She opened the register and gave us back the entire cost of the meal and told us that she hoped that we would forgive them the mistake and come back again sometime.
She turned a very bad experience into a very positive one. The cost of one party (around $20) probably saved her restaurant hundreds of dollars of business if we had been turned off and not returned or even not returned for a while.
Hats off to her for being a good manager and taking responsibility for the mistakes that happen business and trying to make it right.