Archive for March 11th, 2024

Service of a Perfect Evening Enhanced by Stellar Customer Service

Monday, March 11th, 2024

Great service turned a wonderful evening into a spectacular one.

It began with an excellent dinner at Fiorella’s, an enormous, popular restaurant across from Lincoln Center that’s hopping with happy patrons especially before performances. It nevertheless serves excellent food and provides professional, top-notch service.

Next we went to hear the Quartetto di Cremona at the Chamber Music Society of Lincoln Center in Alice Tully Hall. The two violinists, a cellist and violist chose to play pieces by Dmitri Shostakovich, Osvaldo Golijov and Franz Schubert.

The Italian town of Cremora, known for producing fine violins, is in Lombardy, on the Po River’s left bank, 85 miles from Milan. One of the violins played by the musicians, a Cremona, was made in 1640. The other instruments were made in different Italian cities and dated from 1680 to 1758. But I digress.

As Shostakovich’s Quartet No. 8 began, I asked myself, “what tip did I leave the waiter?” followed by the realization that I’d not signed the check, that my credit card remained in the folder and my heart sank.

I dashed out of Alice Tully Hall during intermission and asked the guard to remember me and let me in again. He laughed and reassured me that there would be no problem.

I sprinted back to Fiorella’s, the host opened a drawer with a bunch of credit cards, and there was mine between an American Express Gold Card and a silver card of some sort. The host found the waiter who had the check, I added a tip—I was upset about this omission as well–and hurried back to Lincoln Center. The restaurant was clearly used to lamebrain customers like me and were not concerned that they had been stiffed.

At the end of the concert, after a standing ovation, we started to descend the stairs towards an exit when an usher rushed over to say that there would be one—maybe two—encores. If we left the auditorium, he said, we couldn’t get back in. The quartet’s choice of Puccini was divine. We were grateful to the proactive usher.

We learned something on the 68th Street crosstown bus where a bunch of us, who had exited Lincoln Center, started to speak. One woman kept referring to her “group.” We asked her “what group were you with?” She explained that she was an usher and that each usher is responsible for a portion of the concert hall. That explained why “our” usher raced down the stairs to inform us of the encore. She also told us why we enjoyed only one. “You didn’t clap vigorously enough!” She debunked what a coat check staffer told us—that there was only five minutes left according to union rules so it didn’t leave enough time for more music. She said, “They don’t know anything.”

Do you rejoice when perfect service enhances a flawless evening? Does it happen often?

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