Lessons Learned From Dining Out

Lessons Learned from Dining Out:

Eating out is a real treat -- it allows you to turn over the art of cooking to a professional who has studied and trained to become a master of his or her craft.  It can be relaxing and social or instructive and resourceful.  Either way, it gives one an appreciation for the customer experience, if you choose to pay attention.

I must admit that when I have the time, I truly enjoy meeting friends for dinner out.  It is a mini-vacation from the ordinary, if the restaurant does it right.  Recently, however, I dined alone at a local French Cafe.  It was an experience like no other -- because this time I was there to understand, evaluate and learn as a customer about the customer experience.  I, of course, was there for the food too, but the my analysis took over.  I reviewed things such as the pre-visit experience, the food, the exterior of the building, the interior of the building, the dining room facilities, the restaurant restrooms, the dining room greeter/host and the dining room server.  I must admit that I have never conducted an analysis of my dining experience at this level of sophistication before -- but it was fun and interesting.  It also caused me to think about a few things....most notably:  why don't all restaurants make an outstanding customer experience for their guests -- isn't it the true key to success?  Everything always seems better when an outstanding experience is delivered.  Customers feel better and the food tastes better....but, if this is the case why is it so undervalued and overlooked?  It seems simple enough -- Chipotle has mastered it -- why can't others?

http://www.helpscout.net/blog/chipotle-customer-experience/

As a result of my dining analysis and experience, I believe that Chipotle is on to something. Managing the customer experience at restaurants (chain or not, sit-down or fast service, etc) and providing a memorable experience seems to be the cornerstone for success in this business -- along with amazing food.  It is a concept that I plan to watch for more closely in the future and incorporate into my daily work -- it goes back to the old adage:  the customer is always right!  If the customer is more than satisfied, success has been achieved!  HM