My wife’s book club skipped this month’s meeting and attended the movie version of a novel they read: “The Help.” Afterwards, they wanted to go to a restaurant, have dessert and discuss the film. Kathy checked out a couple of nearby eateries’ websites and selected one that remained open late on a Wednesday night. Arriving just ahead of her group at 9:58, she went inside and the hostess said, “I’m sorry, we close at 10.” Kathy said, “But your website says you’re open until 11.” The hostess replied: “Oh, that’s our midtown location.”
Kathy asked to speak to the manager. Although he arrived quickly, she had the website on her phone to show him. “I have seven women coming here to talk about a movie we just saw,” she said. “Your website says you close at 11. It doesn’t say that’s just your other location.” Without hesitating, he said: “Not a problem. We’ll be happy to stay open just for you.”
Of course, the easier, less expensive response – and more typical one – would have been: “Ma’am, I’m sorry for the confusion. The home office is responsible for the website, and I guess it is confusing. I’ll be sure to tell them to correct that.” Then gently escort my wife out the door to face her friends alone. Instead, this astute leader created a huge win for his company. Eight women had a happy ending to their evening, and I’m guessing told lots of people about the incredible service at this establishment.
How would your employees have handled a similar situation?