Grabiner Hall Marketing Matters

I just waited 35 minutes to be seated at my favorite breakfast restaurant, the Pancake House in Redondo Beach (not IHOP!). The server came quickly to the table, asked if we’d like coffee and sped away to return with a pot of Joe. Within five minutes she’d taken our order, given us coffee and placed our order in the kitchen. I reflected on the situation, it was clear to me that management at this establishment is ‘customer centric’ in its focus and understanding of what patrons want. Minutes after taking and submitting our order, the server returned with the condiments for hubby’s meal, and a beaker of syrup –warm syrup– for my pancakes. I was so appreciative of the warm syrup. Not cold, not gross and dripping with other patrons fingerprints all over it. But, clean, warm and sitting there ready for me to use before the hot meal was delivered. I’ve been to this restaurant a hundred times, however it struck me how their consistent high quality customer service keeps me coming back, and makes me a huge advocate of this business. It’s really not that complicated; it is consistency and quality of service (and product) that make the difference, sets a company apart from its competitors and keeps customers coming back for more.