Today I will provide you with an example of great customer service. I often write to companies when I’ve had a great experience. Yes, there are plenty of instances when a complaint is necessary. I also believe that a bit of good karma goes a long way. Companies love to hear when someone is happy. And there are real people on the other end of your letter. This is an email that I sent to a restaurant via their contact form.
I am so excited to share my experience at Rubio’s. I stopped for lunch with my son, looking forward to sharing a meal with him. He likes the fish and beans from Rubio’s, so I knew he would enjoy his lunch. What I didn’t know was how happy I would be during our visit.
Bryan took my order at the counter. I asked him if they had high chairs, and he said they were all being used. He took the initiative to borrow a high chair from a neighboring business so we could dine in. As I carried my son on my hip between the table and the drink/salsa area and back, Bryan approached and let me know that he brought my order to my table. After sitting, I realized I needed another plate for my son. I brought him to the counter again, and Bryan immediately noticed us waiting from the back area. He came up front and helped me right away.
I did let Bryan know how appreciative I was after our meal, but I also think it’s important to tell you as well. I don’t know if Rubio’s offers incentives or rewards to its employees. Bryan does deserve some sort of acknowledgement though.
I have had both positive and negative experiences at different Rubio’s locations, but I will go out of my way to return to this one. I look forward to hearing from you.
Update: I received an email from Rubio’s thanking me for my comments. I was also informed that my letter will be forwarded to Bryan’s General Manager. I am glad that they responded quickly, but I don’t like that they emailed me. Their contact form specifically asks how I would like to be contacted, and I did select mail correspondence. Email is often overused, and there is something to be said for taking the time to arrange and send a letter. Maybe this is a minor thing, but it upsets me because I was provided an option and received something else. It’s too bad that the customer service member placed a damper on an otherwise amazing experience.
The experience I had at the restaurant and the back office were completely different. I was so happy with my interactions with Bryan at the restaurant that I was compelled to write to corporate. Unfortunately, the employee that responded to my compliments failed to simply read through my inquiry. Paying attention is a part of good customer service. The small things often leave the biggest impressions.