Mimis Cafe

We have enjoyed eating at Mimi’s before but this visit was different for a few reasons:

1. They had a great appetizer, meal and dessert choice menu that was only $12.99, I ordered the corn chowder, half rack of ribs and brownie sundae. My wife ordered the garden salad, BBQ salmon and apple crisp sundae. Both meals were delicious.
2. The wait staff and managers really seemed like they wanted you there. Multiple times they asked if we wanted something. Once they asked if we wanted an extra helping of mashed for one of our kids and I was jealous of the worms in the dirt dessert cup they get (candy worms in chocolate pudding with crumbled oreo on top). My wife asked and they brought one out for me. My mouth is watering thinking about the delicious food again.

In addition to the feeling that they want you there and providing excellent customer service, the variety of breads are yummy. I prefer the carrot nut bread myself. I just checked their website and it is funny, but smart, that they are on Facebook and Twitter. It is a great way for them to get their name and marketing out to more people.

Great Customer Service and Yummy Food,
Sam Carrara

SC Marketing Education

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There are numerous people needed to make a resort like the Playacar Palace successful. Some mornings we would get up early enough to see a bus come to the hotel loaded with the hotel workers. These people include:

• Check-in staff
• Baggage handlers
• Maids
• Restaurant check-in
• Cooks
• Wait staff
• Bar tenders
• Pool staff
• Maintenance
• And many more…

All of the workers have customer service at the top of their mind, always have smile on their face and genuine interest in you. It is like they went to “Palace Resorts University,” they all are like this. Some asked “where are you from,” “how did you like…” and “how can we help you?”

There is a real difference between real customer service and “faking it.” Go to your local fast food restaurant employing a minimum wage employee, he/she just cares about doing the minimum to get a paycheck. There is a real difference between the Palace experience and minimum wage experience.

The other part is consistency. We have gone to four of the local Palace resorts and they are all the same high quality. Consistency is very important.

The two main lessons here are:

1. Genuine interest
2. Consistency

Above is just a shadow of the Great Customer Service provided by Palace employees.

Genuine Interest and Consistency,
Sam Carrara

SC Marketing Education

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Just a quick update on the call:
A girl from one of the local franchise owned offices called. Most owners/companies own a region or state of Wendy’s. First she asked if this was a good time to talk (great question to ask). Next she thanked me for letting them know what happened. We talked a little about what happened and then discussed about different sizes of chili for the combos. I said that I would expect to pay more for a large chili as opposed to a small chili.

She thanked me again for my time and customer service report. All in all she portrayed good customer service.

Customer Service Counts,
Sam Carrara

SC Marketing Education

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Going to Wendy’s, the words that come to mind are old fashioned hamburgers, Dave Thomas, quick food and now some weird guy with red pony tails. I loved going there as a kid and remember when you left your tray on the table and they cleaned up for you. Also the salad bar was a big item. Times do change, now you bus your own tray and salads are now individual containers. I understand all of this because it is cost efficient and they want to stay in business.

What my issue is… when companies or individuals in companies forget about what Customer Service is or better yet, don’t care! Here’s my real life example: I had lunch in Charleston, SC yesterday at a Wendy’s not far from The Citadel. I ordered a chicken sandwich and large* sized the combo replacing chili for fries (part of my trying to eat better). I asked specifically for a large chili, on my tray I got a small chili. I asked about it and the assistant manager that was filling the order just shrugged her shoulders like she didn’t care.

No sorry we misunderstood or anything else. Simply “I Don’t Care,” is what she said non-verbally. I don’t expect linen table clothes, candles or even sirloin steak. Just care about what you’re doing!

Learning Point: Good Customer Service-

1. At least fake that you care
2. Attempt to make it right
3. Look at this site for more points: http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm

Customer Service is Important,
Sam Carrara

* not super sized, they were across the street

SC Marketing Education

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