Photo: By donut2d on Flickr
This story sent in to Chris Morran at the Consumerist by a reader may give you just a little bit of faith that customer service at big chain restaurants isn’t dead.Rob was part of a party-of-four at an Outback Steakhouse when the waitress slipped, pouring drinks all over the table (and a bit onto Rob’s clothing). Other staff members came over quickly to help clean it all up, and the customers didn’t make a big deal out of it.
The manager came over too, apologizing. She left, and came back telling the group that the restaurant would be comping their appetizer and dessert.
After the meal, the manager gave them a pair of $25 gift certificates and even offered to pay for dry cleaning.
That’s something you, sadly, don’t see every day — especially at big chain restaurants like Outback. Customer service expectations are so spectacularly low nowadays that it doesn’t take all that much to make people relatively happy.
This Outback manager went beyond that, despite the customers not fussing over the incident. A simple apology goes a long way, but it still doesn’t give the customer any real value. Once you provide that, you assure that the experience will be remembered in a positive way.
At the cost of a Bloomin’ Onion, a couple desserts and $50 in gift certificates, she assured that the customers would come back again, and did a favour for the Outback brand and her location.
Now that wasn’t so hard, was it?
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