The New York Times recently demoted Per Se, a famous restaurant in New York, from four to two stars. Behind the drop? Many customer service mistakes, in addition to lackluster dishes.
After years of top-notch service and the very best product, how fast can you lose a customer? If you’re one of New York’s most storied (and expensive) restaurants, about the time it takes a diner’s napkin to hit the floor.
The errant napkin — it fell from a diner’s lap and then the preoccupied wait staff failed to replace it — was the lead anecdote New York Times restaurant critic Peter Wells used earlier this month, for a review that demoted Per Se, in New York, from four stars to two stars. The demotion led to an almost audible gasp around the restaurant community; Per Se was founded by acclaimed chef Thomas Keller and once hired a ballet dancer to train wait staff to move effortlessly among tables.
The unfavorable review chronicled plenty of culinary missteps at the restaurant, but Wells pointed to a number of customer service mistakes and fumbles, the kind any business should avoid. In the final run-up to Valentine’s Day and a busy spring filled with special events, here are some florist-friendly takeaways from the review. Read more.
Make it special. A dinner at Per Se can cost thousands of dollars — a very special and possibly once-in-a-lifetime event for most people. That’s why, Wells argued, when service slipped, it really showed. “Wine glasses sat empty through entire courses,” he said. “Once, the table was set for dessert so haphazardly that my spoon ended up next to my water glass instead of my plate.” Florist takeaway: For special events — weddings, parties, proms — people have high expectations and details matter. Before your next meeting with a bride, look around your consultation area. Is it neat and organized? Will a bride feel special walking into this space? Read more tips on how to wow brides, with advice from top planners.
Just say yes. While noting that the Per Se wait staff can be “warm and gracious,” Wells also wrote they can also be “oddly unaccommodating.” One instance: When a customer complained about a red wine, the “sommelier decided to argue, defending his choice instead of pouring something new.” Florist takeaway: The customer is always right. Period. When a customer complains, online or in person, truly listen to the complaint, sincerely apologize and find a way to make things right, suggests Ben Ridler of the Executives’ Organization. “The challenge is to handle the situation in a way that leaves the customer thinking you operate a great company,” he explained. “If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your brand.”
Keller himself recently did what his sommelier didn’t: In a heartfelt note, Keller acknowledged shortcomings and apologized to diners, promising to improve.
“We believe we can do better for ourselves, our profession and most importantly our guests. We have the opportunity, the tools, the self-motivation and the dedication to do so,” Keller wrote. “When we fall short, we work even harder. We are confident that the next time you visit Per Se or any of our other restaurants, our team will deliver a most memorable experience.”
