Two stories this week about service.
First, some aluminum fascia blew off my house in a strong wind. Same thing happened to my neighbor a few weeks earlier. I asked my neighbor for a recommendation for someone to fix it. I called the contractor during the day. He returned the call the same night. We talked, he had already seen the house. He gave an estimate. I told him to go ahead. Came out the next day, great job all around, final bill less than estimate. A textbook example of great service.
The big pleasure was getting the phone call returned. That already scored points with me.
Second was a wedding reception at a local chain motel for 200 guests. After a 2 pm wedding dinner supposed to be at 4, didn’t start serving till 5:30. Soup cold, lots of tables got only half of the guests served, no drinks but coffee, couldn’t get water, mother of the bride carrying baskets of rolls around to tables that were never served, rolls dry — no butter, by 7 pm still most tables unfed, kids hungry and whining, guests leaving, bride fighting off tears, and on and on.
Tuesday the family met with the general manager, ready with their list. Manager stopped them short. Apologized, said they won’t charge them anything for the reception, and will send coupon for free meal and a letter of apology to all the guests. Couldn’t ask for a better recovery under the circumstances.
