Hi, I’m Mary and I’ll be your server today.
That’s a common greeting we hear in restaurants. We mainly go to restaurants to be served, served food that is. I hold that we mainly go to restaurants to be served, period. We go to restaurants because we like the experience, we like friendly, attentive staff, being asked what we want and how we want it and then being served in an efficient, friendly manner. Of course we have expectations of good food, but in most cases, great service will trump the food. Great food alone doesn’t do it, the food doesn’t even seem great when provided with mediocre service.
On the other hand, mediocre food provided by great service will leave you with a pleasant experience. Which is the reason we go to one restaurant over another, a pleasant experience. And, when we have pleasant experiences, we tell others. Usually by saying how great the food was, but we really mean the experience.
I find it interesting to observe the differences between a good restaurant and a great restaurant. Mostly it’s in service, and mostly it doesn’t cost the restaurant any more money to provide excellent instead of good service.
It’s the “you’re welcome” instead of “yup” in response to a thank you; it’s the smile versus the sour look, the happy you’re here versus you’re bothering me. It’s the appreciation shown you came there, even though you have many choices. Some restaurants get that, others do not. Those who do not, think that you come there just to eat. They’re wrong. You can eat anywhere.
It’s like our business; many companies can build buildings, but those who understand that the client wants a pleasant experience will be successful. We must give them that pleasant experience, from the first contact with us through the warranty period and beyond. A pleasant experience with any one of us, any time, anywhere.