After a Long Day At Work

Debbi WaldenbergRecently after a very long day at work, my husband and I choose a local favorite restaurant we have been frequenting for years, mainly because we know they serve until 10:00pm.

I arrive first just before 9:00pm, I make my way to my seat after stopping to chat a bit. I am approached immediately by a young women inquiring how many, and I reply, “two and we would like menus, please.” And her response, chef has already closed down the kitchen, I look at my phone (funny, back in the day I would have said watch), and it is now 9:06pm. My reply, “Can you please check and see if we could at least get soup, salad and bread, it’s been a long day? We came here because we know you have served until 10pm before.”

She comes back and says, “No, chef said it is closed.” So what do you suppose my reaction was? My husband is just arriving as I am now putting back on my jacket to leave, quietly, while thinking, “I am hungry and this chef could care less.

Now what? And then I think; I bet Brannigan’s is still serving. Sure enough, we arrive with menu’s waiting for us on the table and a very busy bar with people enjoying food after 9:00pm.

Like in the article shared on this page, isn’t this what a restaurant does every day? Invite us to their ‘Home’ establishment to entertain us, a division of the hospitality industry.

According to our trusty friend, Webster, the definition of hospitality refers to the generous and friendly treatment of visitors and guests. I wonder, in the training of most restaurant staff, if they are shared this insight. “Treat our customers like you would treat guests in your home.”

WOW customer service according to Robert Rauch, a nationally recognized hotelier, states in his article “Top 10 Hospitality Trends for 2014,” has four levels of service. Basic, which refers to the service provided in most post offices; expected, which is what we will find in most fast-food restaurants and businesses, and desired service which is often found at good hotels and restaurants. However, WOW service is the only way to ensure repeat business by creating an impressive, unique guest experience that exceeds all expectations. I really was not asking a lot, to exceed my expectations.

Think how differently this experience could have been if she came back and said, “Certainly, chef (and shared his name) would love to end your long day with our delicious, soup, salad and bread.”

WOW, does not have to really encumber much more effort to exceed an expectation.

At Central, we spend a tremendous amount of time training our people, not only technically, but also on our company values. We have become very clear of our expectations of what we call “Gold Star Service” at Central, “our” WOW. We have created a “values” board that drives everything we do.

People today are even more careful about where they go and with whom they share their hard earned money. We all have experienced some kind of financial awareness these past few years that make us even more careful and mindful of where and who we want to return back to time and time again.

As always, your Comfort is our Central concern. Call us at 756-6656, for all your heating, cooling, plumbing, electrical and drain cleaning needs!

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