Solomon Bruce Consulting Blog

Sunday, June 17, 2012

"I Am The Last Guy"

   As I continue our tour of the country, we spent the weekend in Oklahoma City, Oklahoma.  For those of you who have never been there, it is a fun place.  I have been coming to Oklahoma City for the past 35 years!  I spent Friday with a faculty member at the University of Oklahoma.  OU is a great place to go to school, they have a beautiful campus and wonderful facilities.  Glad that I had the opportunity to attend there for my post doc program.  We toured the library, several engineering laboratories, as well as a couple of museums.  It was a great day to be on the campus!
    We had dinner at the Santa Fe Cattle Company on Father's Day.  This is a chain that is located in the South-- primarily in Louisiana and Florida, however, they have a couple of stores in Oklahoma.
     We were seated for dinner, a server came up and took our drink order.  Not more than 3 seconds later, a second server came up, introduced himself and said that he was going to be taking care of us.  We informed him that we already had a server, Ryan working on the drink order.  The second server said OK, not a problem.  3 minutes later, a third server came by to check to see that all was going well.  15 minutes later, Mike, the store manager came by to see that all was OK!!!
      All I have to say is "WOW"-- this is a place that know and understands customer service!  Mike, the manager, said that "I am the last guy," the title of today's blog to check on the guest.  Mike said that as the manager, he is the "last touch point" with the guest.  It is the manager's job to insure that guest has a positive experience.  I have to say that we had a wonderful experience!  Ryan, Mike and their colleagues clearly understood that great customer service is the key to any experience.
      Think about Ryan, Mike and all of their colleagues the next time you have any customer interaction.  The key is interest in the customer and insuring that the customer experience is the best.  Ryan, Mike and all of their colleagues clearly understood that.  If you are in Oklahoma City, Ryan, Mike and their whole team are located in the store in Midwest City, about 10 minutes East of downtown Oklahoma City.  Check it out-- you will NOT be disappointed.


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