Take last Friday. Headed to see Cat on a Hot Tin Roof on Broadway and of course I leave my tickets on my desk. Of course, it was Friday and a holiday, so no dice on a messenger. And truth be told, I did not want to give up my pre-even cocktail or be late for the curtain in order to make the trek back.
Enter the manager and staff from Blue Fin restaurant, one of the many delicious restaurants that are part of the BRGuest group. As a pre-theater hot-spot getting a managers attention at 7pm would seem like a challenge and a big ask. However, in this case the staff quickly got me help, provided me an email address and the manager (thanks David) went and printed my tickets out. Seems simple, yes, but not expected.
And I think that is the key here. A busy restauntant in Times Square is often too busy to stop and consider customer service, and sometimes a part of a larger restaurant group doesn’t think they have the same skin in the game as a sole proprietorship. By taking the time they not only made my night, but helped BRGuest stand out.
So many restaurant groups and brands do a good – if not overbearing – job on mass marketing once you are signed up. But a lot fall short on the experience when you walk through the door. And it is the complete experience, not just one channel that matters. While leaving tickets for a show may not be common customer issue, taking the time to solve it is a great customer relationship builder. Brands can learn here it’s not just the draw in, or the sale (let’s face it, I was on my second drink when the tickets showed up), but the cross channel experience that keeps people talking and coming back.
Thanks again Blue Fin & BRGuest… don’t mind if I do.