No big deal...

I enjoyed an interview with Danny Meyer in the New York Times Magazine by Deborah Solomon (September 10, 2006). The man always talks about the subject of service, and one of his statements was especially significant...

"Show me three world-class art museums with equally good art and one of them will always have friendlier guards than the other two. That's the one I'm the most likely to return to".

It was last Friday evening in my neighborhood pizza spot when my order included a garden salad with chicken to go. Upon arriving home, I realized they forgot the chicken. I remember being irritated for about fifteen seconds and then completely dismissed the incident.

This past Friday I showed up for my somewhat typical Friday night order when the young lady behind the counter reminded me of what I had long forgotten. She apologized for messing up last week's order and handed me my dinner and refused to take my money.

We're not talking about a big deal, but I put it into that category. It's all about customer service and people like Danny Meyer and the folks at Swarthmore Pizza understand what it's all about.

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