Customer Service - What it isn't

A month ago Carolyn and I dined at one of the local IHOP restaurants with a group from our church. The visit will forever stand out to us simply because between the waitress and the kitchen our order went astray - something which apparently was so rare that the staff were unable to cope. Our order was recreated and resubmitted. We continued to converse with our dinner companions as if nothing was the matter. And, of course, nothing was the matter except that we had nothing to munch upon while our friends all about us were eating.

Finally, two hot steaming plates arrived just as our little circle of friends were laying down napkins, taking the last sips of drink, or examining the bill that had just been presented. Before we had had more than 10 bites, we were eating virtually alone. A couple of nice people asked if we'd like them to stay while we finished. We declined the offer.


Fast forward 5 weeks. This time Carolyn and I are dining alone together. The restaurant was Garcia's. We were quietly munching on chips and salsa. The bottom of the basket was peeking through when the waitress came over to ask how we were doing. She was appalled at seeing that we had not been served. She hustled off to see where our lunches were. She quickly came back with the same news that the IHOP waitress had given us.

I guess there's always the tactic of leaving the restaurant but then you're still hungry. We had to pretend that we just arrived to properly gauge the time. After another 10 minutes we could see our food arrive but it wasn't our waitress. It was the manager who announced again with great the lost order. But then she said, "This meal's on the house. This should never happen!" How can you argue with such logic!

True to the manager's word, the waitress told us there would be no bill; asked us to come back soon so that she could try better; and in all other ways treated us like a paying customer.

If you're in the Carmichael and want some great Mexican food, please try Garcia's. I think you'll like the food AND the service.