To illustrate what I mean, let me relate a lunch experience at a national, mid-priced US restaurant chain just last week with these observations:
1.The hostess sincerely welcomed us
2.We were offered several options on where we might prefer to sit
3.We were given the name of our server and were encouraged to ask anyone on staff for anything needed
4.Our server asked a number of questions that were likely scripted (were we familiar with their specials, were we on a time constraint, had we ever tried this or that, etc.) but also again reminded us that they operated in serving teams and that several of them would be working to make our meal enjoyable and memorable
5.The service was attentive, the food was excellent and the check was promptly delivered and handled
A major point of distinction in this experience was at our departure and this remains a major point in Statler’s Service Code. As we left the restaurant, at least three people on staff who were not part of our service team went out of their way to offer a sincere “thank you, please come again!” Their appreciation of our business had little to do with what we ordered or how much we spent.
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