Service Review: O’Shea’s Irish Pub Catering
The Magnetic Group - Ziggy | January 7, 2010 We recently shared some examples of customer service providers offering superior, genuine, and –importantly– unscripted service.
O’Shea’s Irish Pub made a loyal advocate out of me by offering such service.
After a long afternoon and evening of focus groups, I arrived at a Kentucky Shakespeare event very late and very hungry. Dinner had long since been packed up and put away, so I found myself staring at a table with only desserts.
A friend noticed me and asked if I had just arrived. When I said yes, Ginny from O’Shea’s overheard me.
Without hesitation, Ginny said, “The food has already been put away, but I’ll gladly heat you a plate.” She then told me everything that was available and went into the back to prepare a plate just for me.
A few minutes later, I had drifted into the crowd to listen to a speaker when Ginny approached me with a full plate of hot and delicious food.
I was so grateful.
How many people would have completely ignored my comment and thought, “I’m not going to do any more work than I absolutely have to,” or “It’s not my fault he showed up late.”
Instead, Ginny:
- Stayed in tune with those around her
- Paid attention for opportunities to go above and beyond
- Pounced when she identified an opportunity
Genuine. Unscripted. Loyalty-building.
All the things that I suspect the Hyatt is going to miss out on in their attempt to script interactions.
Ginny at O’Shea’s: 5 Magnets
Reader Comments (2)
I have had the pleasure of speaking with Ginny several times in a professional setting while trying to establish community outreach with O'Shea's and I have to agree with your post. She has always been tremendously helpful and timely. I am glad to hear that it is overall excellent customer service being offered at O'Shea's!
Bridget,
Hope you're doing great in your new home. Thanks so much for sharing your thoughts!
-Z