by JimRaffel on August 2, 2011
Recently, I dined at PrimeHouse in Chicago for the second time. I went back because I remembered that several years ago the experience was far above average for a high-end steakhouse and we even got to visit their legendary Himalayan Salt Room. Most steakhouses get the “steak on a plate and the sides” right. So what differentiates them? It’s the customer experience and that can be defined in so many different ways.
Our Waiter Took Control of the Experience
PrimeHouse is known for their wine list and I had found a very nice half-bottle to share with Shelby as we celebrated our successful launch of the live presentation portion of our “She Said, He Said” project. As I pointed out my selection to the waiter, he said, “While that’s a nice bottle, I’d go with this other one.” Here’s the kicker: He was recommending a bottle that was about half the cost of the one I had selected. I said, “Sure, we’ll give it a try.” He promised that if we didn’t love it, he’d take it back and bring the other. We loved it.
Next, as I ordered crab cakes, a steak and a side of asparagus for us to split, he stopped me again. He explained that while the crab cakes are fantastic, they had a special appetizer this particular evening. I asked what it was and he responded simply by asking if he’d steered us wrong on the wine. I said, “Okay, bring it on.” The picture above is the bacon delight we had as an appetizer. It’s like he follows me on Twitter or something because I tweet almost every morning about cooking bacon. He also explained that I had ordered the steak and side he’d have selected.
So now it’s time for dessert. He just looks at me and asked if I trusted him. Well, duh. By this time, I’m certainly not questioning one of the best waiters I’ve ever had. He arrived at our table with little beignets and tiny squeeze bottles we could use to inject caramel and other flavors into them. Yes, delicious.
It Was Perfect and He Was Rewarded
This entire dining experience came as close to perfect as any dining experience in my life. Our waiter was rewarded with a very handsome tip. The reality is that he more then financed the generous tip with his early redirection of my wine selection. PrimeHouse is doing something right. If you’re ever in Chicago, I’d suggest that you go, observe and learn. They have me rethinking how to take control of my customer’s experience with ColorMetrix and our products and services.
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by JimRaffel on February 18, 2010
On my home turf of Milwaukee Twitter has significantly changed my social life. With Twitter as the enabling technology my wife and I have found a whole new group of friends with interests similar to our own. We have also tracked down local places like AJBombers, Streetza Pizza and Water Buffalo where the Milwaukee Twitter set likes to dine. All three locally owned and because of Twitter I know the owners Joe and Scott on a first name basis.
I decided to see if the phenomenon was transferable to the cities I visit on business. As I prepared for a trip to Atlanta last week I let my tweeps know I was looking for social media friendly, locally owned resturants, for the two dinners I would be eating in Atlanta.
In very little time @vitanga my Twitter friend from Milwaukee introduced me to his Twitter friend in Atlanta @ratpack (Chad). Here’s that part about that Twitter that just blows me away – Chad had never met me much less communicated with me on-line. In the span of several tweets he established what kind of food I was looking for and what part of town I was staying in.
So, last Thursday evening I enjoyed Pizza at @BaraondaCaffe. While they don’t get Twitter at all, the atmosphere and food was great. I would recommend staying away from the place if there is anything going on at the nearby Fox Theater. Baraonda is less than a block away and does a brisk pre-theater business. I scored the last stool at the bar and had a great pizza in a local Atlanta restaurant I’d have probably never found on my own.
On Friday night in the midst of what for Atlanta was a huge snowstorm (3 inches) I ventured across town to @flipburger. Here they sort-of get Twitter and even have about 1500 followers. Flip Burger has a very hip decor and an even hipper staff manning the bar and serving the tables. Now, when I think of burger joints I think of AJ Bombers where we throw our p-nut shells on the floor….so this was a bit of an adjustment for me. I will tell you that the grass fed beef burger and the Krispy Kreme milkshake made the trip out in the snow well worth the effort (sarcasm – I’m from Wisconsin).
While at Flip Burger I shared tweets with a few local Atlanta Tweeps. Some could not believe I drove crosstown in the storm. Others complimented me on my menu selections. The cool part is I now have a list of tweeps I know in Atlanta. I’m headed to Stamford, CT next week and am hoping for the same Twitter success dining like a local!
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