Archive for March, 2010

Is Anyone There?

Posted on March 17, 2010. Filed under: Customer Experience |

I was meeting a friend for lunch on Monday. I like to go to fun, unique places whenever possible, so I suggested the Ship Rock Grille at Red Rocks Amphitheater.  For those of you who haven’t been to Red Rocks for a few years, you HAVE to go – there’s a new visitor’s center that is stellar!  The center has a restaurant that opens out onto a patio – a phenomenal lunch venue in the summer.  The inside is nice as well and the food has always been top notch.

We decided to meet at 11:45. At about 11:00, I called to see if we needed reservations and was told, “You should be fine.” When I arrived at 11:45 – yes 11:45 – I thought I was in the Twilight Zone.  No lights were on, the kitchen was empty, the place was slient, NO ONE WAS THERE!  I honestly wondered if I had phoned the right restaurant about the reservations! I hung around at the hostess desk for about five minutes, when a woman appeared and seated me. Several other parties drifted in after I did, and finally the lights came on, the kitchen looked inhabited, and things picked up. As always, the food was great.  The service…well, it’s difficult when the place gets busy and there’s only one waitperson for the entire room. But, hey, I can forgive that right now.

What is amazing to me is how many lunch parties Ship Rock Grille perhaps has lost simply because they haven’t “shown up” by 11:45.  Perhaps it’s a late lunch crowd, but given that the place is a tourist venue, somehow I have to believe that they would draw a much bigger crowd if they would simply show people that they are actually there and ready to welcome their customers.

What do your customers experience when they “walk in your door?” Do they experience a company, a team of people, that are ready to welcome them? Or…do they wonder, “Is anyone there?”  Be there for your customers!

Read Full Post | Make a Comment ( 1 so far )

Liked it here?
Why not try sites on the blogroll...