There is a restaurant here in Winnipeg that has the talent in place to create and plate a ‘to-die-for-good’ meal. My husband and I had plans to dine there one evening. Then I heard and read many comments regarding the arrogant, sometimes verging on abusive, service from people who’ve gone to that restaurant… once and only once. Some of these comments have come from people I know personally and whose opinion I trust. That restaurant is now off my list of places to go. There are many other restaurants to go to in Winnipeg that create and plate amazing meals and just as importantly, provide friendly, attentive and professional service,
In the service industry, dinner is never just a dinner and a hotel room is never just a hotel room. It is the entire experience wrapping up the basic need for food and shelter that is important and sets one business apart from another.
Of course, this doesn’t just apply to the hospitality industry. We are all in business to meet and address a specific need. So are our competitors. Even if a business offers something totally unique, it won’t be forever. At some point, that unique product and idea will be replicated and if customers have been putting up with lousy service because there wasn’t an alternative, as soon as there is one, they are gone!
Product quality is important, but it is only one piece of the puzzle. Back up the great product with great service. That’s what brings customers back more than once, creates referrals and brings new customers through the door.