Extraordinary Customer Service

The other day I was at Texas Roadhouse and witnessed exceptional food, devoted employees, and quick, efficient service. Their ribs I ate fell right off the bone and tasted so delicious I could have eaten them all day long. The employees were happy. They even line danced a little, bringing a great party-like atmosphere into the restaurant. The waitress remembered our order precisely and even offered dining suggestions. I was experiencing extraordinary customer service – and it was about to get even better!

About ten minutes after they had closed the doors for the night, a customer walked in. At first they apologized and informed the couple that the restaurant had closed and that they would need to come back another day. The couple asked if there was any chance they could just order a to-go meal. They explained that it was their daughter’s birthday and that she had been in the hospital all day. When the couple asked their daughter what she wanted for dinner, she told them that she wanted ribs from Texas Roadhouse. The manager heard the story and made the accommodation instantly. Within a matter of seconds a server offered to stay late to take care of them if they wanted to stay and eat instead of taking the meal to go.

As I witnessed this, I realized that this company knew the difference between obligation and consideration.  The restaurant was closed. They were not obligated to serve the couple and their daughter. But the management and staff were considerate of the situation and made an unnecessary, yet intrinsically valuable decision. There were at least 10 other couples who as customers saw the desire that the restaurant staff displayed of extraordinary customer service.  

If I had the chance to rate this company with one of those online rating and review services, I would give them five stars and provide them with my testimonial of a job well done.

Extraordinary customer service is one of the most important parts of owning a successful company. Your customers are the people that keep you in business, and if they aren’t happy in this capitalistic country we live in, they will find somewhere else to go. If they are happy, they’ll do what I’m doing and tell everyone they know to join them as satisfied customers. Word of mouth is the cheapest way to promote your company. If you show your customers great service, they will talk about it, and that is how you create a successful business.