This is here is Flamm, a thin, crusty delicacy typical of Quebec. It is highly digestible and leaves plenty of room for tasting the delicious brews you can order at Les 3 Brasseurs, where I had mine.
The restaurant was pretty full at arrival yet not one, but two waiters asked if they could help. Sitting outside on a breezy evening to watch the sun set is already a treat. It was topped by a most cordial waiter - nice in spite of being so busy. A conversation with the neighboring table from Austria was struck during the ordering, too.
What was most remarkable was not so much the fruity brew - a blanche, light with a touch of citrus flavoring - it was what happened towards the end of the meal. There were six people who wanted to sit outside, but only one table for two and one for four available. The waitress had already asked the group if they'd mind sitting separately, which they reluctantly did in order to enjoy the delicious evening outdoors.
When the waiter realized what had happened, he went over to apologize for the misunderstanding, lifted the small table over, and was able to accommodate everyone so they could sit together. He had to squeeze a little bit through the entrance, no big deal.
The waiter understood that the Flamm and the brews are the excuse that allow customers to come together. The real occasion is that of celebrating being in each other's company, to be social. So he created that opportunity putting it before his convenience. What he created for the group and all other customers who were looking on, was an example of good interaction. A small gesture, to be sure, yet one that they will remember, and so will I.
Think about your business. What kind of opportunities do you have to create positive experiences? Are you overlooking some simple gestures that would make the interaction memorable?
Great example of personal experience, relaying to the community giving us room for thought.
I worked as a manager and Pizza Hut some years ago, and while there I learned a lot about customer service and how integral it is to a businesses future. Even the smallest of adjustments to make the customer happy can go a long way.
It's little things like that unfortunately that never gets back to the manager unless someone speaks up, but he did not do it for the recognition, he did it for the service and I commend him for that.
Great post!
Posted by: Luis Sandoval | July 07, 2008 at 11:21 AM
The most interesting part for me is that he was from France, not a local. Being Italian, we've had our own ideas about the French and he delighted everyone he came into contact with. Yes, he had the heart in the right place.
Posted by: Valeria Maltoni | July 09, 2008 at 09:59 PM
This year's Memorial Day Weekend, I went to the Les 3 Brasseurs near on St. Denis and your post just brought me back.
In general, I was impressed by the extra service/courtesy most people in Montreal extended, and I simply assumed it was because of the different lifestyle and attitude they have. To dine isn't just about the decor or the quality of food, it is about the whole experience, every nuance - being with your friends in a relaxed environment, etc.
In the same sense, some companies and business are really great at understanding that concept - that it's not only about what happens pre-sale and instant gratification one sale provides, but about the overall experience and service that makes it stand out from the pack of "neutral" experiences.
Posted by: Kim | July 11, 2008 at 04:15 PM
Kim:
You brought back memories, too. What a lovely city Montreal is! When you're dining especially, if the environment is welcoming and relaxed it makes all the difference.
It's hard to get it just right as a waiter - some customers prefer swift service, others prefer to be left alone for extended periods. That's why it's so important to establish rapport on the get go, to get a feel, or a sense of things.
Thinking more broadly than one transaction in business pays off in spades.
Posted by: Valeria Maltoni | July 11, 2008 at 05:20 PM