I swear I’m not obsessed with food, but I am obsessed with service. In an older post about room service, specifically, I wrote about how Warm Bread is Not Toast. Well, here I am again with a room service post.
In my most recent stay at my favorite hotel in Las Vegas, I needed to order some lunch around 11am Vegas time. I wanted steak and asparagus (or some other suitable green). So, I called room service with Joe Sorge standing by, waiting to do our show.
Me:I was hoping to order steak for lunch, but I don’t see that you serve it until 5pm.
Room Service:Steak and eggs?
Me:No, you know, an entree steak.
Room Service:Right. We don’t serve that til 5pm.
Me:Oh. I was really hoping to order it for lunch.
Room Service:Right, I suppose we COULD do it, but it would take over an hour, because we’re not set up to prepare that yet. We don’t sell that until 5pm.
Me:But you sell steak and eggs?
Me:Okay. I’ll have that, but… with a bunch of edits. (Note: the picture above isn’t my steak and eggs. Mine came with fruit.)
Did you ever seen this scene with Jack Nicholson? Watch it. It’s short:
Can’t see the video? CLICK HERE
Good Service is Great Steak
This place is my favorite hotel in Las Vegas. I love it here. I love every element of the experience. I’ve never ordered something off-timing on the menu before, and to be honest, I presumed that it would just be like everything else I’d experienced: custom, to my tastes, and perfect.
If the kitchen serves “steak and eggs,” they have steak. Yes, I imagine it’s a different cut of steak. But, the room service person could have said this:
We don’t serve our entree steaks until 5pm, but I could take our breakfast steak, which is a different kind of cut, and pair that with something suitable. What were you thinking of for a side?
It would have given me the same satisfaction. It wouldn’t have ruined the process too badly. I probably would have blogged about how clever companies are those that customize service and make it seem like it was the company’s pleasure to serve.
And instead, I’m thinking about how you can improve your service experiences in your own business. So who knows? Maybe it’s a win. And truthfully, the steak and eggs was perfectly fine for a meal. But hopefully, you see where I’m going with all this.
What do you think? Should service be about helping me feel served?
Brief update: oddly, the very next day, I asked again for a somewhat custom order. The server was VERY friendly and kind and accommodating and I got exactly what I wanted. It was so weird. So day and night different. So who knows? Bad day the day before? A confusion? You’re still my favorite hotel.
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