Great service

July 8, 2016
A recent cross-country RV trip was highlighted by our stay in Kingsport, TN – for my daughter’s wedding. The rehearsal dinner was held at her new family’s favorite restaurant, the Riverfront Seafood Company, which, not surprisingly, is located on a river. The view, the food and the service were great. When you add in fair pricing, the meal was a great success. We had so much fun; I even went up to the front counter to buy one of their self-promoting T-shirts. While the guy working the counter went into the back to grab my shirt, I noticed a simple piece of 8.5’ x 11’ white paper taped above the cash register, visible to staff and guests alike. On it, was typed this simple message;

Obviously, the specifics would change based on company and industry, but the bottom-line is that this restaurant is very focused on taking care of the customer and what possible better foundation for running a business is there?

THREE PRIORITIES OF A SERVER AT RIVERFRONT SEAFOOD CO.
  1. FULL HANDS IN; FULL HANDS OUT
  2. HOT FOOD HOT; COLD FOOD COLD (4 plate carry)
  3. IMMEDIATE GREETS (30 Second Rule)
While I am absolutely certain there is more to running a restaurant than these three simple rules, in a way, there’s not much more to running almost any business than these three rules. Obviously, the specifics would change based on company and industry, but the bottom-line is that this restaurant is very focused on taking care of the customer and what possible better foundation for running a business is there? I am reminded of a new Mustang Marketing client, Norman Fox & Co, a chemical manufacturer and distributor. We are just getting to know the owner, Steve Halpin and the rest of his team. We have met maybe a half-dozen times and, at each meeting, Steve has driven home the importance of customer service and how it separates his company from all of his competitors. As part of our due diligence, we contacted a few of his customers and found they echoed Steve’s thoughts with regards to service. Steve’s company has grown by leaps and bounds since he bought it and I have no doubt it is due to his version of the Riverfront Seafood Company rules. And I can tell you, if you’re ever in Kingsport, TN, the Riverfront lives up to their rules. It’s well worth a visit. Also, if you’re there, please see if they have the T-shirts in orange, they were out when I visited.