During a recent trip to Nairobi, I found myself on an emotional rollercoaster that highlighted stark contrasts in customer service. What began as a frustrating experience transformed into an unforgettable encounter, leaving me with powerful insights into service and leadership.
A Dinner Gone Wrong
Excited for a night out, we chose to visit a highly rated restaurant with high hopes for a memorable meal. Unfortunately, the evening quickly went awry. The server, seemingly new and overwhelmed, fumbled the entire experience. Orders were mixed up, vegetables arrived after the main course, and dessert was served before my entrée. Frustrated and still hungry, I returned to my hotel, hoping to salvage the night with something to eat.
A Night Saved by Remarkable Service
Back at the hotel, I met Sally and Effie, two young women working the late shift at the restaurant. Spotting my disappointment, they asked if everything was alright. Upon hearing about my dining disaster, they immediately offered to make it right, even though the mishap hadn’t occurred in their restaurant. They insisted on bringing me a plate of African pumpkin and, to my surprise, refused any payment.
As we chatted, they shared how they would have handled a similar situation. They spoke about reading back orders for accuracy, swiftly addressing any mistakes with an apology and a solution, and always keeping their manager in the loop—a manager they deeply respected for guidance and support.
The Path to Excellence
Intrigued by their professionalism, I asked about their backgrounds. Both women had studied hospitality management for three years. After graduating, they interned at the hotel without benefits, driven by their passion for the industry. This was their chance to prove themselves before securing full-time positions. Now, after five years with the hotel and commuting over an hour each way, they remained positive and committed, even when working late into the night and returning early the next morning.
That night, I realized that my frustrating dinner experience was a blessing in disguise. It led me to these two exceptional individuals, whose dedication to service was nothing short of inspiring. I thanked them with a generous tip, not just for the meal, but for the lesson in leadership they had unwittingly provided.
A Farewell to Remember
The next morning, as I enjoyed my final meal at the hotel restaurant, Sally and Effie were there again, ready to serve with the same warmth and professionalism. We exchanged numbers, took pictures, and promised to keep in touch. The encounter left a meaningful and lasting impression.
Lessons in Leadership and Service
This experience was more than just a story of good customer service—it was a masterclass in leadership:
1. Empathy and Action: These women turned a negative experience into a positive one by showing empathy and taking swift action. In any industry, understanding and addressing customer needs transform outcomes and build lasting trust.
2.Commitment to Excellence: Dedication to quality, even under challenging conditions, sets true professionals apart in any industry.
3.Respect for Leadership: A respected leader inspires their team to excel, reinforcing the importance of strong mentorship and guidance.
4. Gratitude and Positivity: Gratitude for their job and a proactive approach to service left a lasting impression, underscoring the impact of a positive workplace culture.
What started as a disappointing night became a memorable experience, thanks to exceptional service that reminded me of the power of empathy, dedication, and genuine care. These lessons in leadership are essential in any business where people are at the heart of your success.
It is so much easier to be nice, to be respectful, to put yourself in your customers’ shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship.
Mark Cuban