Last night I had an amazing dinner at a remarkable restaurant in Sedona AZ. We’d eaten there before but last night I was reminded why we enjoy it so much. The setting is somewhat surreal, nestled in the gorgeous red rocks surrounding Sedona. The evening was one of those amazing Arizona nights where the air is spectacular and the atmosphere somewhat magical.
The restaurant itself is somewhat new but has real old-world charm. When my wife and I first ate there in 2004 it was relatively new and undiscovered. Now, four years later reservations are usually required and you’ll likely need to park quite a distance from the door. The fresh bread, accompanied by green chile infused olive oil is a great surprise to your palate and something hard to describe or even imagine. I don’t mean for this to sound like I’m trying to get a job as a restaurant reviewer but it really was an amazing experience.
The food, wine, atmosphere, setting, everything that comprised the experience of the evening was designed for our pleasure. On top of all of the tangibles was something most of us may consider intangible. However, good service is a mix of the tangible and the intangible. The good service began when we arrived as we were taken to our table with efficiency and it continued throughout the meal and even as we left. The most tangible form of the great service came in response to us commenting on how much we enjoyed the house salad dressing. To that comment our server thanked us but also said they made it available for purchase at the gourmet food shop next door. When we expressed an interest to go next door to buy some he told us the store had already closed for the day, but if we’d like he could get into the store and get some for us.
He didn’t offer to do this because he had nothing else to do, or because it was going to add a large sum to his tip. He offered because he wanted to be of service and wanted to extend our experience beyond the evening. We left, with our salad dressing in hand, but also with the intent of returning as soon as possible to enjoy another wonderful evening. In the meantime however, we will enjoy the memories, and the salad dressing. Now that’s service!
Mark,
I stopped by your company today. I was given your name by Angie, who was very helpful and made a great first impression of your organization, by the way. My intention is to become one of your most valuable vendors. To that end I have been reading your blog to gain some insight into how you work and how I can become part of the solution as a qualified vendor. It appears that you and I share many similar experiences and characteristics. I was particularly struck by your comments on expertise in “Dinner Impossible”. I have always been reluctant to call myself an expert because I always knew there was much more I could learn if I never let myself think I knew it all. Expertise is a journey and one that has taken me to more places than I could have ever imagined. While I won’t let myself be called an expert I will gladly accept credit for my patience, resourcefulness and honesty. I want to be remembered as someone that could always be counted on to do the right thing, at the right time and for the right reason. Even if we never find a way to work together it would still be a pleasure to meet you and share 50 years of stories. I hope I have given you enough reason to make that happen.
Sincerely,
Guy Horst
Cell 913-831-2626
Work 913-262-3700