(Or how to serve a Two Dollar Hot Dog in a Four-Star Restaurant)
We’ve all heard the customer service legend about the man who asked to return a pair of tires to Nordstrom’s, insisting he had purchased them there, even though Nordstrom had never sold tires, and how the company agreed to refund his money. While true, there is actually more to the story, that makes it a little more reasonable, but the real version is still a good story about customer service.
How about a story about some truly Unreasonable Hospitality?
A Four-Star restaurant in New York City created an incredible experience for four out of town “foodies” who were visiting the best restaurants in the Big Apple, by serving them food its kitchen had never prepared (and this case, actually had to send out for).
From that experience, Will Guidara, the owner of Four-Star restaurant 11 Madison Park, made providing that experience into the most important part of its business model by creating a new position: “The Dream Weaver” and adopting a new mantra: “one size fits one.”
Lean how this restauranteur began providing “unreasonable hospitality” as its secret ingredient…and taught his staff how to do it.
Maybe you can teach your staff to do the same thing.
