What Happens After a Mistake Matters Most
In the last couple of months, a new restaurant has opened up near my house, Roaring Fork. This restaurant is part of several around the country that have proven to be successful. It is packed everyday by 5 PM and reservations are a must, sometimes days in advance. Each time I visit, we order “The Big Ass Burger.” It is an exceptional burger in a world that’s never at a loss for burgers. Every time I have ordered it, my burger has been delivered to my table overdone or black. Once, I sent a note to Barbara, the general manager, about this reoccurring problem. Every time, they take great care of me and re-cook me a burger that is less done. During my visit last week I asked for Barbara, who had written me a nice e-mail back telling me to please ask for her the next time I was in. This time I ordered a burger medium and it arrived well done. I asked for Barbara and told her about the burger. She promptly went to talk to the chefs and then returned to comp a meal for three people. Upon my surprise, her response shocked me further. She said, “I know you want to eat here and are one of our great customers. I want you to come back and I have made changes with the chefs to keep this from happening again.” Then she thanked me for my business.
Since then, I have sent many people to “The Fork” and will continue to do so. Why? People, companies, and organizations are going to make mistakes. The dramatic difference is in how you handle the mistakes.
Footnote: I am a giant burger fan. The two best burgers I have had anywhere are the Americana Gourmet Burger at Papouli’s Greek Grill and the Roaring Fork’s Big Ass Burger.
