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Recently, my husband and I dined at Christini’s
Ristorante Italiano in Orlando FL. We both agreed that we had never before
enjoyed such a fine dining experience. Discussing what made Christini’s stand
out from other places we’d dined, we agreed that this establishment has the
art of exceptional customer service down to a fine science. There were three
keys to our pleasure that evening – every business’s customer service
program should have them as cornerstones. Attention to detail: We were greeted cheerfully by
the maitre’ d, and led to our table where our napkins were placed on our laps,
with an “Allow me, Mrs. Haggerty – allow me, Mr. Haggerty.” The tables
were furnished with crisp linens and sparkling glassware, along with a tasteful
bouquet of fresh flowers. The décor was perfect and everything was in order and
spotless. Many businesses can take lessons from this example. How many times
have you walked into a store and seen merchandise strewn around? How many times
have you walked into an office and seen desks piled high with wastebaskets
overflowing? How many times have you walked into place of business and been
ignored rather than welcomed as an honored guest? Responsiveness: During our entire evening, the wait
staff was totally responsive. Wine glasses were refilled with perfectly chilled
wine before we noticed they were almost empty; used silverware was replaced with
clean after being used; water glasses were refilled; the table was “swept”
after each course; we were constantly asked if everything was to our
satisfaction. The food was exquisitely prepared and served – and totally
delectable. I can’t count the number of times I’ve been in other kinds of
businesses and felt as if I was intruding – if I asked for something was
treated as if I was disturbing the staff’s well-deserved peace and quiet –
or told, “It’s over there.” Teamwork: Every person at Christini’s from the
person who cleared the table to the headwaiter to the maitre’ d functioned as
part of a well-trained and well-organized team. The waiters all pitched in to
help each other out at all the tables. As he presented me with a perfect
long-stemmed rose, the headwaiter, Angelo, asked us if this was our first visit
to Christini’s. When we replied affirmatively, he welcomed us and said he
hoped we’d return. Not more than a few minutes later, the maitre’ d came
over and related that she’d been told it was our first visit – how had our
dining experience been? “Please come back!” Sadly, I know we all know the
feeling of being in other places and hearing the lament, “It’s not my
job!” If all our businesses paid attention to detail, were responsive to needs and exemplified teamwork, as does the staff of Christini’s, customer service at all of our offices, stores, restaurants, and places of business would be exceptional and we would have the “ART” down to a science! |
