Why Service Matters

On the way to church Saturday at 4:30, I realized I had forgotten to make dinner reservations. I called Siena, one of our favorites, from the car and the hostess said they couldn’t accommodate us at 6, which I had suspected, but then she said, “Hold on,” and came back on the line to confirm the reservation. When we arrived, I expected to be seated in Siberia, but we had our usual preferred table in the wine room.

The manager, Sarah, stopped over and said, “I recognized your number on the board and jumped in to tell the new hostess that you were special customers just as she was about to turn you away!”

Chip Bell, my guest at the recent Million Dollar Consulting® Convention, said that “It’s not simply more value that’s important, it’s unique value that make you stand out.” I think that includes unique service.

I regularly host clients at Siena because the food is great and this is the kind of service they’re proud to provide. The restaurant is in a strip mall, of all things. But your physical location doesn’t matter when your head’s in the right place.


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