The lady at the counter simply did her job. She was playing it by the book. While she was not wrong, she did not get it right either. But our smiling and caring waiter friend ensured his customers got what they wanted. He ensured we came back happy and delighted.
It is said we can learn from anybody, anywhere and anyhow. A wonderful lesson in creating customer delight came from an unexpected quarter - a hotel waiter.
Our family recently visited Pondicherry. We had to return to Mumbai by flight from Chennai. On our way to Chennai we asked our cab driver to stop at a restaurant which offered the quintessential South Indian meals. We arrived at a well known joint a little after 3 pm. It was closing time for meals but we hoped we could still get to eat. We saw a few people polishing off the meals and so I optimistically asked the lady at the billing counter whether meals were available. She said it had closed and we could eat something else, but not meals. I told her we had come all the way from Mumbai and were keen on having meals. I requested her to do something, but she said it was not possible.
I however persisted and shared our predicament with one of the waiters. I told him we had come from Mumbai. He asked us to sit and went inside. We got concerned as he took a bit too long to return for our comfort. But soon to our utmost delight he returned with three plates of meals and placed them on the table. He managed it though meals time had officially closed.
He ensured we got the servings we wanted. He said he got us the food from the staff quota. It truly was an outstanding example of someone going out of his way to ensure happiness for his customers.
He probably took a risk, bur definitely ensured customer experience was top class. He demonstrated the power of ownership and went beyond his call of duty. He showed us that ownership is a value and has got nothing to do with the money we get paid for doing our job. The lady at the counter simply did her job. She was playing it by the book. While she was not wrong, she did not get it right either. But our smiling and caring waiter friend ensured his customers got what they wanted. He ensured we came back happy and delighted.
He showed that customer service does not stem from politically correct statements on walls, but from an attitude of service and care. He proved Customer Is God, not just in words but also in spirit.
Thanks to him, we came back not just with our stomachs full, but a heart filled with gratitude. An `ordinary` waiter offered us not just food, but an extraordinary lesson in customer service.
