Attitudes: Pappy’s Smokehouse Serves Up Delicious Customer Service Tips
Anyway, Emerson moved on after a few minutes and my crew finished eating. I still had a few more ribs left when I got up for another drink. On my way to the fountain I saw the real busboy heading to our table. I threatened to inflict great pain on him if he took mine away. To my horror, my tray was gone when I returned. It turned out that Emerson had gotten there before the busboy did. I let out a moan of disbelief. Emerson felt my pain and offered me more ribs. I could already feel my arteries hardening so I declined. A few minutes later, Emerson came back with a free Pappy’s T-shirt, apologized again and told us to come back soon.
Eight of us ate at Pappy’s. Back at the bocce courts, one of the first questions we were asked was, “Where did you have lunch?” By the end of the day, about 50 players knew that Pappy’s was THE place to eat. The next day, I overheard about a dozen more people, who traveled to the tournament from at least a dozen different states, raving about the place. The long-term math on that one adds up to incredible word-of-mouth recommendations that will carry across the country. When people ask me how I did in the tournament, I have to come clean about a humiliating, embarrassing and downright frightful performance. But I’m quick to say it was all made better with a trip to Pappy’s Smokehouse.
You might not be able to get Emerson’s rub recipe, but you can borrow his customer service strategies. If you don’t already do it, make it a point to regularly walk your show floor, talk to your customers and give them something to remember you by. If you don’t start seeing an immediate improvement in business, give me a call. I’ll buy you dinner at Pappy’s.