The Best Service

I am always impressed when an employee, often a server, goes way above and beyond -- kind of like he/she owns the business and is going to do whatever he/she can to make sure you enjoy your experience beyond words and will come back (and recommend the business to others).

The group I hang out with talks about this often. We often talk about "if we owned this place" or "if we opened that place" this is what we would do. One thing that is important is for the employee to be empowered to make decisions that will help the business be successful.

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An example, I knew this person who worked at a Pool Bar at the Grand Traverse Resort in Acme, Michigan. The Pool Bar was open daily from 9 a.m. until 6 p.m. The Resort demanded that it close at 6 p.m. because it was "not a high revenue function" but it had to close so the "important, revenue restaurants inside" would be busy. . .

This gentleman/customer/guy arrived at 6:05 and the bar workers were already broken down for the night. He proceeded to chew the bartender out for, among other things, closing early. He said that we should be open in case anyone ever wanted anything. The employee offered that room service was available or any of the bars would be able to help. Well, he wanted a Heineken, anyway.

The employee explained that the Resort didn't carry Heineken, anyway. The customer was upset and argumentative, and the employee was apologetic. He had an idea, though -- a way that this could turn in to a positive for the company. He remember that a recent banquet had Heineken on the bar and there may be some left. He headed in to inventory the day and cashout, but first, he searched the cooler for a Heineken. And found one.

He hustled back out to the pool area and found the upset patron.

"Sir, I was able to find you a Heineken. We normally do not carry Heineken, but it's your lucky day," the employee offered.

The guy beamed. "Well, how much do I owe ya?"

"Nothing, sir, it's on the house. Have a great stay." He turned and walked away. Hoping two things: 1) that the guy appreciated the Heineken and would remember the experience and 2) that he felt like ... well, you know.

What do you think?