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When " Bad"
Customer Service Is Good
Sometimes I want to be
slapped around
I just returned from our annual excursion back
East. My wife and I spent nearly 2 weeks visiting
our home town in New Jersey. And, as usual, we ate
our way through both New York and New Jersey. I
have to
tell you, nothing beats New Jersey-style Pizza,
fresh seafood, crabs, and Cheese Steak sandwiches
at the "shore". We just can't get that kind of food
here in Las Vegas.
Whenever
we are in New York City we have to visit our
favorite restaurants, specifically Carmine's and Carnegie
Deli.
Sure, they're for the tourists, but to us
they represent Broadway, Times Square, and the New
York we don't get
enough of anymore. If you've ever been to
Carmine's, you know about their HUGE portions.
Check out the picture of the 48-ounce Porterhouse
Steak we ordered (click on the picture to enlarge
it). That's my son, Kevin, with his
totally awesome girlfriend, Casey, hovering over
the already partially devoured carcass. Can you
believe the size of that thing?
But,
Carnegie Deli is the place that really makes me miss home.
Carnegie Deli's food is totally authentic New York
Deli and, again, the portions are huge. Would you
believe a corned beef sandwich about 8 inches
high? I am not kidding. What's strange is
that as soon as you walk in their door you are accosted
by rude, inconsiderate, busy waitresses. It's
not uncommon to hear, "Common Honey, I got
other customers. Ya want cawfee or not?"
while trying to order off their extensive menu.
What's even stranger is that I like it. It reminds
me of my childhood and visiting my very Italian
Aunts. No pretenses. Nothing fake. You either fit
in or get out. None of this talk is intended to be
insulting or impolite. It's just the New York/New
Jersey attitude. It's
like Motherly love. Ya gotta have it! Needless to
say, we really miss this sort of
"unique" dining experience, including
both the food and the atmosphere.
So
recently, a brand new Carnegie Deli opened up in
the Mirage Resort & Casino in Las Vegas. To
say that my wife and I were elated would be an
understatement. We couldn't get there fast enough
to order a couple heart-attack specials. And, it
tasted almost exactly like their New York
counterpart. But, something just wasn't the same.
Something was missing. With all the efforts that
the Las Vegas resorts impart to provide the best
customer service possible, they actually ruined
the true effects of the Carnegie Deli. It didn't
have the New York attitude. Gone were
the yelling waitresses, the crowded and noisy
establishment, the barking cooks, and the dishes
almost being thrown at you. All replaced by polite
wait staff, a hostess (guess how long a
"hostess" would survive in New York's
deli?), operating room-style cleanliness, a very
quiet almost tranquil atmosphere, and a kitchen
who's floor you could almost eat off. What's that
all about? Where's the yelling? Where's the
waitress that looks like my Aunt Lucy? Where's the
hustle and bustle? Where's the touch of home and
my childhood memories?
I
guess you just can't maintain tradition just
because you moved zip codes. New York's Carnegie
Deli is an institution that can never be
replicated.
Sure, the food can be duplicated, but you could
never replicate the atmosphere. I wonder how the
Las Vegas version would actually do if they
behaved just like their Eastern brethren. Would
people like it or would they feel indignant that
this is not how a Las Vegas resort should treat
their guests? I'm betting that they'd prefer the
pampered treatment over the New York attitude.
What a bunch of babies. What's wrong with a slap
in the head now and then? Sometimes, customer
service can go a little too far and lose out on a
time-honored tradition. But that's just me. I'm a
little weird.
So
remember, when you are trying to take care of your
customers, make sure you give them what they
really want, even if it means smacking them around
a little. Now I'm hungry again thinking about
all this food. Hey! You gonna eat dat?!
Russ
Lombardo
PEAK
Sales Consulting
russ@peaksalesconsulting.com
(702)
655-5652
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