So my business partner has been doing his weekly management lunches at the local Ruby Tuesday for years. He even drags me there from time to time. Best attraction is the salad bar which feels free when you combine it with one of those mini-burger combos. Of course the fries defeat the low-cal purpose. Overall it’s been a reliable lunch place for the industrial park logo shirt crowd and he eats it up, so to speak.
Anyway, somebody must have decided to conduct employee training at Ruby Tuesday recently. The staff was already pretty friendly, but obviously the new training department folks decided that names must be important. So last week for lunch something new; the hostess introduces herself by name. He’s seen her forever and never knew she actually had a name. Then she asks for my partner’s first name and his guest’s and writes them on the ticket. Smart. She seats him and tells him that Sam will be the waiter. Cue Sam. Surprisingly, Sam isn’t some burly steelworker, she’s a petite and well informed server that greets the guests at the table by name. Very nice. She runs through the specials, though my partner already knows he wants the veggie pasta, which weighs in at an unbelievable 175 calories (how is that possible). That’s how he says he keeps his butt skinny, Ruby’s pasta. Seems to work.
Nice lunch. Reasonable check. And names. What a concept. Without being smarmy or pandering, Ruby’s little change to incorporate the use of names has my partner feeling that their customer service is worth commenting on to me, and I’m pretty sure he’s scared of me. I’d say that he’s a pretty simple guy and he has no idea what customer service really is, but if you greet him by his name (Kent) you’ll have a raving fan.
- 5 Family Chain Restaurants Go Under The Microscope (denver.cbslocal.com)
- Customer Service, Zombies, and Lent (servicewitch.com)
- Want to be good at customer service? Be mediocre. (measurecp.com)