I went out for breakfast this morning (which I usually skip) to a nearby Breakfast place. Ordered myself a coffee and something to eat. Within 2 mins the waitress came up with the coffee, suggesting 5-10 mins for the food to arrive. I could relate to her considering the jam packed place. Really so many people out at 9am for breakfast. Californian Breakfast Culture - as I am told.
Going through the emails and working on a plan for the rest of the day, I did not even realized that it was almost 20 mins since I ordered. So with all the composure (and not sounding rude), I rechecked with the waitress on my order. And to my amazement, she says - "I am sorry I completely missed out on you". Really - missed out on a customer waiting for his breakfast for almost 25 mins now, and got 2 refills on coffee during the time. But again not being rude, asked for my food to be packed so that I can eat with my laptop (as I generally do). I did realize though that the place was very full and it could be very easy to miss on an order. In 5 mins, I had my package ready and I went ahead on the counter to pay the bill.
"Sorry to miss you out sir, and the loss of time to you. The coffee is on me and hope you will keep coming back and pardon me of my mistake"
And this is what I heard quite amazed me and gave me 2 very important lessons in Customer Service. This is what made me write this and share with everyone. Sometimes small events in life teach you a lesson and you wonder, do I really do this with my customer and service offerings.
1. BE TRUE TO CUSTOMERS - she did not make any excuse of the packed place but truly said missed out. I got upset on the words then realized, oh its a human mistake and atleast she is not lying.
2. COMPENSATE FOR YOUR MISTAKES- the bill drastically reduced by 20% (approx) but I felt good as I was compensated. She retained a customer with a small offering and I left the place satisfied.
Going through the emails and working on a plan for the rest of the day, I did not even realized that it was almost 20 mins since I ordered. So with all the composure (and not sounding rude), I rechecked with the waitress on my order. And to my amazement, she says - "I am sorry I completely missed out on you". Really - missed out on a customer waiting for his breakfast for almost 25 mins now, and got 2 refills on coffee during the time. But again not being rude, asked for my food to be packed so that I can eat with my laptop (as I generally do). I did realize though that the place was very full and it could be very easy to miss on an order. In 5 mins, I had my package ready and I went ahead on the counter to pay the bill.
"Sorry to miss you out sir, and the loss of time to you. The coffee is on me and hope you will keep coming back and pardon me of my mistake"
And this is what I heard quite amazed me and gave me 2 very important lessons in Customer Service. This is what made me write this and share with everyone. Sometimes small events in life teach you a lesson and you wonder, do I really do this with my customer and service offerings.
1. BE TRUE TO CUSTOMERS - she did not make any excuse of the packed place but truly said missed out. I got upset on the words then realized, oh its a human mistake and atleast she is not lying.
2. COMPENSATE FOR YOUR MISTAKES- the bill drastically reduced by 20% (approx) but I felt good as I was compensated. She retained a customer with a small offering and I left the place satisfied.
