You have the right to remain noisy! If we make a mistake, we'll make it right. You won't have to ask us more than once, but if you enjoy screaming, we'll be happy to stand there while you do (But you should know that none of our customers has ever had to exercise this right.)
(Say this and they'll smile, and my guess is that this customer will never scream at you. It's just human nature.)
When you're finished with your meal at Legal Seafood, your server will clear your plates and take away that placemat. Then he or she will lay a new placemat in front of you. And this one will begin by stating, "We pledge" in large type. Below that, you'll read the Legal Seafood promises.
They will always deliver the freshest, highest-quality food. They will always assure you of a clean and comfortable environment. They will promote diversity and respect for all human differences. They will respond in a rapid, sensitive and non-confrontation manner to requests that will enhance your dining experience. They will provide you with an experience that will encourage you to return. And so on.
I like that last point a lot. They will encourage you to return. You want your customers to return, right? You've given them a Bill of Rights during the proposal stage, and this has helped you get the job. So take another page from the Legal Seafood playbook and give them a pledge in writing at the end of the job. In it, you can explain how you will always be available to come back and take care of any problem they have in the future. You can let them know that you want them to be totally satisfied with your work, and pledge to do something about it if they're not. You might even offer them a coupon for future service at this point. Use your imagination. Set your company apart from the others.
It's not that complicated.
Dan Holohan
Dan Holohan
"Plumbers Protect The Health Of The World."
