STRESSING THE NEED FOR GREAT CUSTOMER SERVICE
Outback Steakhouse sells!
Erik,
Get a load of this. Last week we ate at Outback Steakhouse. Had an extremely attentive and on the ball waitress. We never had to ask for anything, she was one step ahead of us, AND, get this, keeping eye-contact on ALL of her assigned tables, keeping up with or ahead of all of her customers.
Well, I was impressed and gave her a good tip, and asked to speak to her manager. With trepidation, her manager came over, expecting to hear a littany of complaints.
When I told her that I do a lot of management and corporate consulting, and one credo I believe in is “catching your people doing something right”, and I praised her for her hiring selection of our waitress and suggested they try to emulate her behavior and connectivity with clientele, and attentiveness.
She suggested I might also want to go to the Outback Steakhouse website and tell corporate about her, giving her name, so corporate could do something for her. The next morning, I did.
I presume she got some corporate kudos. The UPS truck just left the house after delivering a box of custom chocolate and pecan brownies with a thank you note from the Outback Steakhouse’s corporate headquarters. Their note said they like to hear when their employees do the right things right and especially when they’re named!
FYI,
David K. Darmstetter,
President Labrador Investment Corporation
P. O. Box 92792 Southlake, Texas 76092-0792