Nomadic Wines

Ranting and raving about customer service

In the wine and restaurant industry, I am always amazed when they do not deliver the best possible customer service. I mean, isn't word-of-mouth the key to success? Maybe I'm wrong but I think the new modes of communication (the internet superhighway) have made it easy to spread both good and bad word-of-mouth.

Here are a few recent experiences worth mentioning:

Wine Chateau in New Jersey - I am talking about new customer acquisition. When the Wine Spectator announced its top 100 wines list, I used wine-searcher to find low prices on the highest ranked wines. Wine Chateau had the lowest price on the highest rated wine, so I placed an order online. About 7-10 days later, I got a form email saying an order I placed could not be completed. No phone call, no apology... just impersonal. Maybe they thought that I was just a price-based buyer, but they could have taken the opportunity to call me and explain... maybe it would have made me place an order with them in the future.

Ferry Plaza Wine Merchant - this is an example of a company that knows how to treat all customers well. I have had good experience at this store. They always ask questions and are attentive to customers. I sent an email asking about a wine, and they responded. They didn't go the extra mile in that situation, but they still understand that communication is key. You don't have to treat all customers equally, but treat them all well because you never know when a small customer will become a big fish.

Sushiko - this restaurant in Berkeley needs to take a crash course in customer management, especially customer loyalty. Customer A orders take out like 5 times in a month... then places an order and you make him wait an extra 20 minutes (45 minutes instead of the quoted 25 minutes) - maybe you should do something for that customer. That was my experience - haven't been back since. If you have competition like they do, you have to always deliver the best experience. Don't lose customers.

Michael Mina - this is an example of a company needing to deliver a high-end experience because they are changing a premium. I had reservations at Michael Mina for my mom's birthday. We were late and they rushed us... not that big of a deal. I think they could have been more flexible, but this was partially our fault. On the other hand, I brought a wine carrier to the restaurant and gave it to the sommelier. He never returned it. I called as we were driving away and they said they would hold the carrier at the hotel's lost and found. After one trip to the hotel, five phone calls, and multiple broken promises, I still didn't have my carrier. I finally talked to the assisment manager and he admitted they lose the carrier. He offered to make it right with a gift certificate... I declined and said he owed me a favor. I mainly just wanted to be treated well.

And I think that is what most customers want.

Labels: customer service, restaurants, wine

posted by nomadfromcincy @ 11:37 AM