It’s human nature to complain more than we praise. That’s why I decided to include an occasional entry entitled Raving Fan Review. The concept is from the book Raving Fans written by Ken Blanchard and Sheldon Bowles. It’s a fantastic book on customer service. So–when I experience awesome customer service–when I become a raving fan of a particular establishment–I’ll let you know.
This afternoon I took my family to Romano’s Macaroni Grill on Gunbarrel Road in Chattanooga. It’s nowhere near home, but we had a gift card to use. Athough we arrived during the Sunday lunch rush hour, the restuarant wasn’t full. We were immediately seated. It didn’t take long, however, to begin noticing that the service we were receiving was a bit slow. But we didn’t complain. It was a Sunday afternoon and we were relaxed. Every now and then our waiter would look in our direction, appearing almost confused. We finally surmised the situation. He was new and completely overwhelmed. Our food finally arrived about forty-five minutes later. Just before it was brought to our table, though, another waiter stopped by our table to compliment us on our patience and informed us that we would like what the general manager was going to do to thank us. And–boy–did we like it! The manager had been observing the situation from a distance and was both gently training his worker while taking care of his customers (we believe the new waiter actually forgot to enter our ticket for about thirty minutes). What happened? I know that you are dying to know! We were not allowed to pay a single penny! The manager did indeed “take care of us.” We did not expect such generosity! New waiters need a little grace. Managers need to know how to treat customers. Customers need to balance complaint with praise.
Thanks, Gunbarrel Romano’s Macaroni Grill. We’ll be back!