Service of Unexpected Outcomes: Shout-out to Chase Bank & Morton Williams & a Dud
June 2nd, 2016
Categories: Banking, Food, Responsiveness, Restaurant, Retail, Service
There’s a surprise associated with an unexpected outcome, mostly happy, but not always.
I am grateful when a grocery store cashier gives me the discount when I buy only one in a promotion offering a fantastic price if I buy two. It happened when I bought a giant Tropicana OJ at Morton Williams this week. I didn’t want, nor could I use, two. Her decision put me in a good mood and the store on my “I’ll be back” list.
Check it out
I put a stop-payment on a check when I learned that a hefty May payment never arrived. The USPS let me down. I went nuts. When I arrived at Chase Bank in Pleasant Valley, N.Y. the Friday before Memorial Day weekend, I was rattled. I saw my stellar credit rating going up in smoke.
Stacia Zimmerman, bank manager, greeted me pleasantly and was sympathetic. She made a copy of the new check and late notice for my records and gave me an extra copy of the stop-payment confirmation to include with the check. She even gave me an envelope so I could go immediately to the nearby post office to zip the replacement check by Priority Mail! To my astonishment, she waived the $30 stop payment fee as well.
I also noticed that Ms. Zimmerman called almost every person who entered the bank by name. She merged a charming, small town feeling with the benefits of a very big bank.
Then there was the dinner that we’d happily anticipated at a restaurant we’d visited for brunch and lunch, marveling at the food and cheery service. When we arrived the place looked fairly full but not jammed, however there were only two waitresses in view. We were seated promptly by a pleasant server—the older of the two–and then ignored. We waited and waited. Eventually, after perhaps half an hour, the other waitress took our order. Then we waited again.
An hour after we had arrived, having asked three times for two glasses of white wine, only one arrived half full in a diminutive Champagne glass and the second, 10 minutes later. Meanwhile, staff was handing out beer and wine to those waiting for a table.
Did I mention that the AC wasn’t on and it was 80+ degrees outside? People tend to eat–and order more–when not roasting.
Our main course and one of two appetizers arrived together half an hour after the wine. They tasted fine, but still. We never saw the bread; no spoon came to capture the sauce in one dish. We’d given up by then.
The course we didn’t get remained on the check. My husband had to send it back a second time so the tax reflected the reduced total. He’s a generous man, but he was irritated.
At the next table when food arrived for a graduate and five celebrants, there was nothing for one in that party. She slapped her head in exasperation. Once they’d eaten the grandmother said, “The food was good but the management severely lacking.”
What had happened? The restaurant didn’t realize that it was graduation weekend for a local college, [a waitress admitted], and wasn’t prepared. By not turning away the unexpected customers to handle only the number they could manage, they ruined the evening for everyone.
Can you share unexpected outcomes, both good and bad? What else might the restaurant have done to salvage its disaster?