When in the restaurant business, problems will happen; it’s how you handle them that’s important!
Saturday night was Steak Night at Mallory Hills and I was in the mood for a good steak.
Our server Colleen was right there to greet us at the table and take our drink orders without delay. She came back with our drinks and took our meal order. While we were waiting, she kept us informed of what was going on.
Well as will happen in restaurants, a problem happened…they dropped my steak on the floor.
2 good things came out of this one bad thing…
- They didn’t pick it up and serve it to me., and
- Our waitress didn’t disappear for the rest of our wait, as often happens when problems occur.
All the while, Colleen kept us informed and brought us a drink on the house. She made lemonade out of lemons and made a customer for life.
One might think that we were lucky that we had a great waitress, and we were, but it also speaks volume for the training and the attitude put forth by the management / ownership.
Colleen indicated that she informed the General Manager of the problem (must be policy) and the kitchen staff didn’t try and serve a dropped steak.
They did the right thing, it was handled well, and they made me happy (in itself a difficult accomplishment).
We will be going back to Mallory Hills often.