Legal Commentary

Lessons From The Restaurant That Provides The Best Service In The Country

By Patrick J. Lamb

Tonight I was driving home.  It was too late for Marketplace (see this post), so I was listening to 848, original programming from Chicago Public Radio.  The restaurant Tru is one of Chicago's finest, and was just voted as having the best service of any restaurant in the country.  Because I am one of those crazies who believe that law firms can learn from non-law businesses, I was all ears.  You can listen to the full program here. 

Here are some of the notes I made as I re-listened to the program:

1.    Service is about a "sense of style, a certain friendliness."  But it must appear effortless.
2.   Great service doesn't just happen--you must plan.
3.   Once you have an idea, you can't just "do it."  Like every other skill, you must practice, practice, practice.
4.   Great service is about anticipating each guest's needs.  One size does not fit all. 
5.   You must be "hyper-aware" of the service you are providing and how your guest perceives it.
6.   Paying attention to the smallest detail is critical.
7.   Success only serves to increase expectations, which you must continue to exceed.

These look like good lessons to me.  But what do I know?

(If you listen to the broadcast, you'll understand the significance of the photo.  But let me just say two words--sausage king.)

Full post as published by In Search of Perfect Client Service on July 12, 2007 (boomark / email).