Sunday, August 2, 2009

Grandma's Restaurant Does It Best

This past week, I had a wonderful customer service experience. I had lunch at Grandma’s restaurant in Canal Park in Duluth, MN. Grandma’s has several restaurants in the area and is known for great food and excellent service. I am not a food critic, but I felt the quality of my lunch was not up to their normal standards.
We have all had experiences where we have had issues with our meal. We usually get the same response; excuses, apologies and sometimes compensation. Sadly, these always seem to be routine.
The next day, I talked by phone with Eric Robinson, the General Manager at this location. I informed him that my lunch was not up to what I thought was their normal standards. Eric did several things very well in that conversation and his response was not routine.
First, he apologized for my bad experience and did so on several occasions. Next, he didn’t make any excuses. This was refreshing. He informed me that he would look into the situation and make sure they are taking the steps to eliminate my bad experience in the future.
He then offered to buy me lunch which I declined. And finally, he thanked me for my call. That was a first.
By thanking me for my call, Eric let me know that he felt that my concerns were important. His sincerity came through loud and clear, even over the phone. I felt like I was the most important person in the world to Eric and Grandma’s for the two or three minutes I was on the phone. Well Done!
Thanks to Eric and his customer service skills, I remain a fan of Grandma’s and will continue to eat at their restaurant and recommend it to others.

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