Have you ever pondered how customer service affects where you eat? Of course you choose a restaurant for its quality of food first and foremost. But everyone’s got a favorite spot that might not be any better than the restaurant down the street. Sometimes, the deciding factor comes down to service. Well, I experienced something of that sort last week (although it wasn’t at a restaurant).
I was in Austin for South by Southwest (SXSW), and staying in a downtown condo with six to eight guys, liquor runs were more frequent than flier miles. So one day, a buddy of mine went to pick up some tequila and a bottle of Jameson from the Twin Liquor store around the corner. Somewhere in the midst of the transaction, my friend lost the bottle of Jameson. It wasn’t until much later that we realized the bottle was M.I.A. Sad that we had lost Jameson, we cut our losses and went back to the store the following day (which we would have done anyway for need of more beer). Upon arrival, we decided to tell our story to the man behind the counter, not really expecting him to be able to help us, but just wanting to share the story of our loss. Well, the man with a long blonde ponytail paused, looked to his right, and said, “You know, this bottle of Jameson has been sitting here since yesterday. It’s yours.” We were surprised. Stunned. Elated. We found our friend! Now, this might not sound like an amazing story, but given the context that it was SXSW and this liquor store must have seen a thousand faces a day for a week, for the manager to believe our story and then, instead of offering us a pitiful “Sorry, I can’t do anything about it,” actually let us take the Jameson without a receipt or proof of purchase, now that’s genuine customer service! I will always remember that moment. That Twin Liquor. That ponytailed man behind the counter. And even though a bottle of Jameson is the same no matter where you go, it’s because of that man; that moment, that I will continue to give Twin Liquor my business instead of the store down the street.
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June 2010
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