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Longhorn Steak House in Fairview, Oh
On my wife’s birthday we decided to go to Longhorn (I know I eat out too much) in Fairview Ohio. We were seated immediately, but waited and waited for our waitress to come and take our order. I was surprised as every waitress in the place walked by our table, and nobody said boo.
Finally our waitress showed up horrified that we were at her table. She asked how long we had been waiting. “About 10 minutes I answered.” She replied, “Oh my gosh – I’M SO SORRY, I was in the back preparing some dressings. I am so sorry.” When we tried to make her feel better by saying, “It’s not that big a deal, ” she replied, “Oh yes it is that’s too long, I am so sorry.” She took our order, brought our drinks and bread immediately we were set.
She was very attentive during our meal. We never waited on refills or anything else. At then end of the meal she asked what kind of dessert we wanted, when we explained we didn’t really want desert she explained that she was buying us dessert. So we enjoyed some sort of chocolate pie and ice cream concoction that was delicious. On the menu it was priced at $7.00 Our bill was around 45 for both of us.
I told her how great she did. It’s not how you handle things when business is good, it how you handle them when you make a mistake. It is all in the recovery. Here is what Sharon did right.
1. She apologized immediately and would not let us reduce the severity of her mistake. She took full responsibility. She apologized and did it sincerely.
2. She showed that she really meant her apology by buying us dessert. While I originally thought she should’ve bought us an appetizer, buying us cake was a better idea (as who doesn’t love cake). It was risky as we might’ve turned it down. However, who turns down free cake? Be careful with this. Had she handed me a 29 cent pen with their logo, I would’ve been offended.
3. She took a bad situation (as we were perturbed at waiting to get our order – we were hungry after all), and turned it into a positive. If you ever go to longhorn in Rocky River I highly recommend Sharon. We wil be back. It cost the company 7 bucks (actually less as that is retail price), and now I’ve told you.
Outback Steakhouse in Westlake, Oh
I got my first paycheck from the new job and wanted to celebrate. My wife picked Outback Steakhouse in Westlake Ohio. There is a great waiter there named Dustin. We love Dustin. We followed him from a previous restaurant. Dustin understands being a waiter. He’s awesome. However, our problem was not with a waiter -but being seated.
We get there and get one of those vibrating devises and we are told it would be 10 or 15 minutes. There are a few families also sitting and waiting. We see family after family leaving, but nobody is getting seated. Then finally people start moving. More people show up, and take their place.
It seemed like everyone had been seated and one of the new families got seated. Its way more than 15 minutes. My wife commented, “They got here after we did.” I said, “Are you sure?” Then another couple came in and got a vibrating device. They went outside and two minutes later they came in. They were getting a table for two (as were we). I went up and said, “Hey wait a second we were here before they were. The other customer said, “Yeah they were they can have our table.”
The employee (in a black shirt) goes, “OK, that’s fine we can get everyone seated.” One of the hostesses said “Somehow the devices must’ve been put back wrong.” To this I said, “I just know we were here before they were.” To this Mr Black Shirt says, “We have plenty of available tables.” To this I ask, “Then why have I been sitting here waiting?” To this he answers, “Hey I’m not arguing with you sir.”
I think to myself, “Am I getting an attitude?” I had yet to hear and an apology. Finally when I was escorted to my table I got an apology. This was nice, but the whole thing was out of sequence.
When a customer catches you doing something wrong, APOLOGIZE IMMEDIATELY. Then offer an explanation, then take steps to make it right (for the record I got nothing to demonstrate their apology like a free appetizer). The explanation will get ignored if it is not preceded with an apology.
The service was good but not great. The waitress had told us about honey butter, and said she’s bring us some for our bread. Never showed up. She brought out the salad, and said she’d bring us more bread. To this my wife added, “And some honey butter.” Other than that she was very attentive, but the first impression was blown.
I wasted 10 minutes on a day when I was already behind at my local McDonald’s. When I finally got to the point where I could order, I was informed that they were accepting cash only. I had no cash.