Case Review: Manhattan Bar - Where Everyone Plays a Part
At arrival, we asked the hostess (employee 1) for a table for two. However, only the bar seats were available and we said we were fine with those.
I asked the bartender (employee) if they still had the Millionaire Drink as I did not see it in the menu. He informed that this was a new drink list but he was happy to prepare it for me. 💖
Another team member (employee 3) came to present two glasses of iced water before our orders arrived, while another came to serve us a bowl of warm popcorn. 💖
My friend asked about her cocktail’s ingredients and the service staff (employee 4) demonstrated confident knowledge. 💖
Midway through drinks, we were asked (by employee 3) if we would like to move to an available table. We were pleasantly surprised that the earlier request was followed-through, as by then we were comfortably settled at the bar counter. The kind gesture made us feel valued 💖.
Later on, we ordered from another team member (employee 5) we had yet to meet, the same round of drinks. He showed ready awareness of what we had, impressing us with his attentiveness. 💖
Service Bank: 5 x 💖 (above) + a Bonus 5 x 💖 (for each encountered team member earning a one-heart deposit!)
Total Service Bank: 10 x 💖
Reflective thoughts: Would you rather encounter one service superstar with rest of interactions with everyone else being mediocre; or where everyone does their respective parts well and the team is a superstar?