You'll let us know.
One of the things that we try to impress upon our staff is the importance of customer service. We tell them that they have to think of themselves as hosts at a party, and to think of our customers as guests. You want to make sure your guests have a good time, right?
We want our customers to come in and get fast but courteous service, and generous portions of delicious food at a fair price. Our staff works hard and they do a great job. But none of us are perfect. Once in a while we fall short, and once in a while a customer will call or email and let us know. It's not what we want to hear - that we've fallen short - but we're thankful, always grateful, to get the heads-up from someone willing to take the time and let us know what we can do to do a better job.
Mostly, though, ladies and gentlemen, we're given the opportunity to smile and say "Thank you" to the many people who compliment us on what a nice group of folks we have here at W. D. Deli. Last week a couple waved me over to the table. Glen and Georgia are regular customers, and it always makes the day a little brighter when we see them walk in the door. When Georgia waved, I walked over to the table. "I need to tell you something," she said.
"We were here last Saturday and saw something extraordinary. A vision-impaired couple came into the deli. We watched as your people took their order and helped them, and offered assistance to them. They were caring and compassionate - just really wonderful. We even saw somebody come out of the kitchen to make sure this couple was okay and getting everything they needed. You have some really nice people working here. I just think you should know that."
It was nice to hear. It reminded me of something that had happened earlier in the day. I had been looking out the front window of the deli onto Broadway earlier. I saw a pickup truck loaded with plywood go by, and then I saw the plywood all slide out of the truck into the street. The driver quickly pulled over and started trying to gather the plywood. I ran outside and tried to help the poor guy, and before I knew it, three or four of our deli crew were out there with me, grabbing and carrying 4 x 8 sheets of plywood out of the street.
We do get to work with some really nice people. And we get to serve some great people, too. Everyday. I use that party analogy a lot. "It's like throwing a party everyday," I'll say to customers. And I mean it. We want you to enjoy your time at W. D. Deli, and hopefully, you'll let us know how we're doing.