A mark of good customer service isn’t never making any mistakes as we are all human. The mark of good customer service is what you do when a customer brings to your attention an issue. Yesterday we went to Bob’s Steakhouse in Grapevine for our anniversary dinner. As most know this is not an inexpensive night out (and certainly not the usual for us). I ordered a steak and Jeanne ordered rack of lamb. The service was very good as you would expect. Dinner arrived and Jeanne’s meal was perfect. Mine, well, not so much. I ordered my steak temperature as medium. I am not the very picky type as I love to cook and I know hard it can be to hit the mark perfectly every time. But this steak came out as “well done”, it was completely grey inside. I called this issue to the waiter. He immediately said, “You are right”. I will get another steak started for you right now, so you want to hang onto this one and pick at it or I can take it back. I let him take it back; he also took up the side dish as well and said we will make you a new side dish as well. He double checked with Jeanne to be sure her meal was OK. Very quickly the “front of the house” manager came over and apologized. The manager, after about 10-15min or so, delivered the steak again apologizing and asked me to check and be sure the steak was to my liking. It was perfect. The next person to visit the table was the store manager. He too apologized and was checking to be sure the steak was now OK. He said he was “sorry they didn’t get it right the first time as they should have. They also offered to take Jeanne’s meal back and remake or rewarm her’s so we could eat at the same time. After we were done the waiter brought over the dessert menu and said, please order two desserts we are taking care of it for you. Nice… OK… done… Then came the check. They took my meal and the deserts off the tab and again apologized. VERY nice job Bob’s. How you handled the “issue” and your attention to customer service will absolutely bring me back. By the way my steak (round two) was incredible and Jeanne’s choice (rack of lamb) just melted in your mouth. THANKS for the recovery, great food and keeping our special night out special.
Posted on: Sun, 09 Jun 2013 14:48:48 +0000
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