Garwoods

[Fink2]

For many years we have really enjoyed boating over to Garwoods in Wolfeboro for a good meal out on the deck. With rare exception, the service and food have been great. Some may find this trivial but I want to make a point about service. Last Saturday late afternoon the weather cleared nicely and we came down from Gilford to catch dinner and a nice sunset cruise. On arrival there was one party out on the deck eating and inside was pretty busy. The hostess informed us that the deck was shut down due to weather. When asked about the party that was already out there we were told that the manager had made an exception (for a relative I believe). At any rate I politely said that we had come over from Gilford and it was really nice out there now. After polite and brief dialogue we were abruptly told that we could go take it up with the manager. At that point we said goodbye. I don't hold any grudge here. I just walked away feeling that the exchange is so indicative of poor customer service today in general. The appropriate way to handle it would have been for the hostess to broach the subject with the manager who may have reconsidered the situation. I respect the managers original decision to close the deck and I would have respected the managers decision to keep it closed. I suspect that as busy as they were he had not had the opportunity to re-evaluate the weather. At any rate, we grabbed some great prime rib sandwiches at the Downtown Market Grille and went out and enjoyed both a nice sunset and a bright orange moon rise. Garwoods loss. As for the customer service lesson, the Ritz Carlton has it right. Service is as easy as 1,2,3...

1. A warm and sincere greeting. Use the guest name if and when possible.
2. Anticipation and compliance with guest needs.
3. A fond farewell. Give them a warm goodbye and use their name when possible.

It's easy to just go through the motions. It's that extra effort you make that that sets you apart from all the rest. Thanks for letting me vent.