Customer satisfaction Gordon Ramsey style
I was lucky enough to be taken out to lunch today by Mrs K. Not to any old restaurant but Gordon Ramsey 3 Michelin establishment. We have been there before once some months ago where we picked our choices from the menu.
This time Mrs K wanted to try the 7 course sampling menu and as we ordered the waiter asked if we had any allergies or wanted to make any changes. They had chocolate brownies in a sweet and as she does not like cooked chocolate she asked if she could have something different. ‘Last time you had the tarte tatin would you like one with banana Mrs Kaday?’ the waiter asked ‘Maybe you would like one too Mr Kaday?’ We were pleasantly amazed that what we had eaten on our one and only other visit had clearly been recorded somewhere.
OK it is the only three Michelin star restaurant in London and so not cheap to eat there, but with this level of service and such great food too is it any wonder it is packed? I am a huge Gordon Ramsey fan not only because he is a good chief - there are plenty of great chefs in London. It is because he is an outstanding manger who really understands how to deliver a great customer experience with real attention to detail as this story shows. If only every business was as customer aware!
customer satisfactionPopularity: 25%
October 13th, 2007 at 11:02 am
Good customer service is so important. Some people don’t seem to understand that and treat customers as a big nuisance. Earlier this week I went into a well-known (not cheap) shop where I wanted to buy a pair of jeans. It all started off very well when they left me in the ‘capable’ hands of their ‘jeans expert’… From then on it all went wrong. I was given jeans which were absolutely wrong for me, with a low waist (had told her I absolutely did not want that!),… With the cut of one pair there was definitely something wrong. You didn’t have to be an ‘expert’ to see that and when I pointed it out she answered me ‘Jeans have to stretch’!!!!! No need to say I left immediately! In stead of winning me as customer they lost one. And even more then one as I will be sharing my experience with my friends and other people…
November 2nd, 2007 at 4:57 pm
Fantastic service! However, maybe such a high level of (personalised) service is only possible in ventures with high profit margins? In a high volume, low margin business what degree of service can you offer before it becomes unfeasible? A question for further debate!!…
November 2nd, 2007 at 6:30 pm
Good point Jason. I have since found out that the same front of house manager has been there for many years and this is typical of his attention to detail. The same question applies though as clearly people of that caliber cost a bomb to employ. However one can put quality onto your customer engagements merely by having it documented into the processes people follow.
November 6th, 2007 at 6:53 pm
I think it is about scaling down for your profit margin, not saying we can’t afford it. Can Joe’s cafe afford to record what Bob the lorry driver ate for lunch? No but if they offer Bob a nice smile, good food, at good prices and clean cutlery he will go back there. Customer service is often given over to profit margin these days but without one can you hope to sustain the other? How much does it cost to ask if Bob likes his bacon crispy or not?