I’ve got a quick story to tell you about some really nice, thoughtful customer service.

I was having lunch today at one of my favourite spots, The Pilot, in Toronto.  If you don’t know this place, it’s one of the oldest pubs in Toronto, opening in 1944, although in a different location.  It honours the WW2 air force pilots. 

I like it because this place always seems to have a great atmosphere to it, and the food is better than your average pub fare for sure, which is important to me.  BTW have you tried their fries?  Outstanding!

Anyway so I’m sitting in the upper dining area by myself, watching boxing on TV while I wait for my burger and fries.  (Don’t worry, I did have my beer already!)  After a quick TKO I think to myself  “Is Canada playing today in the World Juniors (IIHF)?” 

I make a mental note to myself to ask to waitress when she comes back. 

I didn’t get the chance because my food was brought out to me by a guy from the kitchen.  So since I had already NLP-programmed myself to ask my question, I did, even though he was not my server.  He said he wasn’t sure if Team Canada was playing but he would check for me and if it was, change the channel on ‘my’ TV. 

I felt a little guilty after he left because I was sure he had other responsibilities to handle, and after all, he wasn’t my server.  I also told myself not to be upset if he indeed does not come back.

Imagine my pleasant surprise when he came back and informed me that Team Canada wasn’t playing until 8pm in the evening.  I thought that was great he came back, and thanked him.

Then 2 minutes later he returns and says “The other Team Canada is playing, the international league – do you want me to put that on the TV for ya?”  I understood he was referring to the Spengler Cup tourney and immediately said “Sure!”

So I had the pleasure of watching the first period of the game while I ate and relaxed.  I thought that was really considerate and cool of him to come back twice, and it showed empathy and a care for his work environment.  No wonder it is a really popular pub!  Little things make the difference, and little things go a long way in customer satisfaction and loyalty.  I will be going back, of course!

Last thought on this:  Go Team Canada Go!  Both of you!