Earlier, I shared my outrage about the situation my friend, Jeff Slutsky, is facing over the alleged theft of his intellectual property by advertising agency Young & Rubicam for their client, Office Depot. I learned about this over a dinner with Jeff and Helene Slutsky, and their daughter, Natalie, at Sullivan’s Steakhouse in Indianapolis.
TODAY, however, the topic is something MUCH better…here’s how a customer experience is supposed to work!
As we were promptly seated, Jeff and I started catching up on business, while Helene and Tammy were regaled by young Natalie. As the Slutsky’s have four young children — including triplets! — to have a night alone with Mom & Dad has to be special, and Natalie was making the most of it!
When she saw the chef of Sullivan’s pop out from the kitchen, she could barely contain her excitement! “CHEF!” she exclaimed! “Look, look at his HAT!”
Helene explained to us that Natalie had already decided what she wanted to be in life…a chef. Our waiter, Kurt, overheard us — but said nothing at that moment.
Until…he returned a few minutes later, and absolutely MADE the night — and an ultimate experience — for a young girl…as well as her parents and their friends!
There you have it. How it is supposed to be done…
One last thing — Helene and I were on the phone last week, and she mentioned Kurt the waiter had sent them a thank you card, and said how much he enjoyed the opportunity to be of service.
Where do you suppose the Slutsky’s will dine their next trip to Indianapolis? Or, ANYWHERE else Sullivan’s has a location?
Here’s what is so important about an Ultimate Customer Experience ® — other than in effort, it doesn’t cost much to deliver.
Sometimes, it only takes a thank you card…and a paper hat.
This is how it is SUPPOSED to work!
August 14, 2010 · 4 comments
Earlier, I shared my outrage about the situation my friend, Jeff Slutsky, is facing over the alleged theft of his intellectual property by advertising agency Young & Rubicam for their client, Office Depot. I learned about this over a dinner with Jeff and Helene Slutsky, and their daughter, Natalie, at Sullivan’s Steakhouse in Indianapolis.
As we were promptly seated, Jeff and I started catching up on business, while Helene and Tammy were regaled by young Natalie. As the Slutsky’s have four young children — including triplets! — to have a night alone with Mom & Dad has to be special, and Natalie was making the most of it!
When she saw the chef of Sullivan’s pop out from the kitchen, she could barely contain her excitement! “CHEF!” she exclaimed! “Look, look at his HAT!”
Helene explained to us that Natalie had already decided what she wanted to be in life…a chef. Our waiter, Kurt, overheard us — but said nothing at that moment.
Until…he returned a few minutes later, and absolutely MADE the night — and an ultimate experience — for a young girl…as well as her parents and their friends!
There you have it. How it is supposed to be done…
One last thing — Helene and I were on the phone last week, and she mentioned Kurt the waiter had sent them a thank you card, and said how much he enjoyed the opportunity to be of service.
Where do you suppose the Slutsky’s will dine their next trip to Indianapolis? Or, ANYWHERE else Sullivan’s has a location?
Sometimes, it only takes a thank you card…and a paper hat.