If you’ve read this column for any length of time, you know I like to share experiences I’ve had in customer service. Sometimes good, sometimes not so good. And, if you read the column two months ago about word-of-mouth marketing and how I virtually promoted someone’s product, and then read this one, you’ll think I’m being paid to promote other companies. But, I have to, again, share an experience I had recently.

I was in Wichita, KS, last week and my brother took me to a restaurant called the Redrock Canyon Grill. It must be a small chain, as I learned there is one in Oklahoma City and one in Tulsa, as well. The building looked like many average priced restaurants, and the menu prices were average, too. But, that’s where average stopped.

The food was excellent, and even if the food had been mediocre, I would go back just for the service. Of course, we had our regular waitress that was assigned to our table when we arrived, but everyone else that worked there seemed to know exactly what was going on at our table. When our food arrived, delivered by someone that we hadn’t seen before, she knew who ordered what and where to set each plate. Another person noticed an empty beverage glass and offered to bring another, then when our regular server passed by a few seconds later, she said “that beverage will be out right away”.

When we started a conversation with the person clearing the plates when we were finished, another person noticed the conversation, took the plates, and finished clearing the table so the first person could continue talking to us. They understood that talking to their clients and making them feel like guests was important to securing repeat business.

I was so impressed with the efficiency in this place I wanted to go back the next night just to see if I could figure out how they do it. Wouldn’t it be nice if the service in every one of our companies was so good that, even if our product was average, people wanted to continue to do business with us just to get great service? Now, put a quality product with that service and you will have people telling all their friends about your business.

- Ken Hilton, President