July 24th, 2014
Categories: Restaurant, Retail, Service, Value Added
As a result of a weak and fluctuating economy we increasingly find treasures–people in service positions they might not ordinarily have yet who enhance customers’ experiences exponentially. They perform their jobs magnificently and in good spirit even if what they are doing may be unrelated to their vocations.
Walking a Mile in His Shoes
A colleague and Bergdorf Goodman shopper shared this anecdote. Her salesman asked her for what occasion she was looking for shoes and she told him the Matrix Awards. He knew all about the awards, he said, as he’d seen the full page New York Times adverts about the New York Women in Communications-sponsored annual event.
I’m acquainted with a former magazine editor-turned shoe salesman at Bergdorf’s-turned top marketer for another major luxury retailer so I jumped to the conclusion that this savvy salesman was on hiatus from a post as communications director somewhere or maybe he was a fashion designer or artist in his other life.
Courting his Customers
Seven of us met for lunch at Blue Water Grill. Our waiter, Christos, was the best I can remember having in NYC for so many reasons.
As you arrived he asked if you’d like a drink. He made you feel as though you were at a friend’s home. If you said, “Not now, thanks,” your friend would move on to another subject and ask you again later. Christos’ reaction was similar, yet he wasn’t familiar. [Everyone ordered something to drink eventually.] As he described the restaurant’s raw fish bar, he mentioned that if anyone wanted just a taste, they could order one of any item. He tempted but never pressured us. We were comfortable. I was cheering inside.
My guess was that Christos had been to umpteen restaurants where he disliked the rolling eyes and impatient attitude of wait staff that tries to cajole and flatter customers to order food and drink that they don’t want. He was always ready to describe, suggest and serve.
Before we arrived, Elaine Siegel, who organized the lunch, had asked Christos for a separate bar bill. He raised the bar. At the end of lunch he handed each of us our bill and each was accurate as to food, drinks, coffee, and appetizers. Remember: We were seven. I can’t count the times I’ve been discouraged to request checks for three credit cards. And he hadn’t written a single order. Not only that, he took the orders at random, when he sensed the guest was ready, not in the order in which they were seated. What a memory!
Christos’ other life: he’s a writer and film director which he admitted only after we pressed him.
Have you basked in such intelligent service?