Great Management Defined...

So, we were on vacation in Palm Springs - can you say - HOT!  Average temperature was around 108 degrees every day this month.  So, seeking some relief from the heat, we took the 'Aerial Tramway' up 8500 feet into the mountains.  It's a remarkable trip that was actually a bit scary... going so high so fast and at such a steep angle.

Our goal for the trip was to experience the ride up AND to have a nice dinner.  We heard of a couple of restaurants up there.  One was more of a cafe, the other, a bit more schwank.  We did the dine-and-ride package to save a couple bucks.  We weren't sure if we really wanted to do the meal package, except the menu said RIBEYE!  Being the carnivorous family that we are, pink meat sounded good... and we were famished.

So we get to the top and our mouths began to salivate for some steak... but OOPS - Ribeye is not on the menu.  Oh, c'mon... are you serious?  I just want some pink meat for me and my family.  Salisbury steak doesn't cut it folks. And I don't care how good you enchilada is, I'm Jonesen for some Pink Meat.

This is where it gets good.  The manager comes out and explains that the menu is subject to change.  He asked me how long ago I got the information about the Ribeye.  I said about an hour ago at our hotel.  My wife reminded them that the menu is also displayed downstairs.  He explained that they have no Ribeye and that even when they do; it's just slices of it.  I suggested some slices would be great.

He just kept reiterating that he wanted me to be happy.  I suggested some Ribeye would make me happy.  He smiled.  I said, "How about refunding me the difference between just the 'ride' and the 'dine and ride'?"  He explained that the tram and the restaurants are two different entities and that it's complicated.  I told him that I was on vacation and didn't need the grief.  I said, "It's all good... I don't want to be one of 'those' guys."  He said, "Wait a minute, let me check with my chef."

He came back out and said, "Don't tell anyone... but I'm having the chef cook you up some Filets."  Filet Mignon that is!  These were $32 steaks in the schwank restaurant next to the cafe.  WOW!  I shared with him that we were extremely 'happy.' 

What I noticed most from all this is that the manager really went above and beyond.  They were slow that night and getting late.  He could have blown us off... no question.  But he didn't.  He displayed great management skills.  He read my body langauge and came through.  It was actually really cool to watch.  He then served us the steaks himself which added to the 'blessing.'

The next time you are in Palm Springs - you really must go on the "Aerial Tramway" - and get the Filet!  It was delicious.

Comments

[Struckmeier]

This is a stellar post!