Friendly service makes all the difference….
As I was the other day writing a post about bad customer service, I needed to write about the service I experienced last night at Pizza Express at Holborn. Usually Pizza Express is not my preferred Italian Chain restaurant, but it served the purpose of getting a nice Italian meal in the Holborn area and I could not really look for other options as the battery of my smart phone was dead – so foursquare could not really help.
And exactly this little misfortune was the reason I got one of the best customer service I have ever received in a restaurant. And here is the story – I was supposed to meet some business partners from Germany at this restaurant, but could not find them in the restaurant. The waitress that approached my with a big smile offered me to look at the downstairs area, but my friends were not there. As I was running late, I was 100 percent sure that there must be already be seated. The lovely waitress then suggested to give them a call and checked if I was sure that I was in the same restaurant. Having been in this situation before, in most restaurants or places people give you that weird look like you are dumb and cannot even find the right restaurant. However, this waitress did with a big smile and empathy. I asked her if there would be more restaurants of this chain in the area, but only at least 10 minutes away. Therefore, I was sure that I was at the right place. When she suggested I should give my friends a call, I mentioned that my phone is out of battery and I will not be able to call them. Then, she asked me if I know the phone number and I agreed while wondering where the next telephone booth is and where to get change to make a call. And here came the moment of truth – she offered me to make a call from their phone. She placed on an empty table and asked me to wait until she could get me the phone. I would have never even imagined that this would be an option. This person just really made my day!!! But I never managed to make a call as my friends arrived and there was no need to make a call.
by peter burge
I can only say, it was such a little thing to offer me a phone to make a call and I know for a fact most restaurants or businesses would not allow or do. I think even most people working in restaurants would not even get the idea to offer this. But for me it was one of the best things that happened to me for while and I will certainly remember it for a while.
Additionally, we exchanged details to see if we have an opportunity for her in my business that she can make sure all our customers are happy as well. I think, people with a natural passion for customer service are hard to find these days especially in these kind of restaurants that go for volume and are situated in the tourist areas of London.
However, I think that it also depends on the customer how much service he gets. I truly believe that when you asked nicely and treat service staff with respect and give them a smile your chances are much higher of receiving great service in return. Give it a try!