Longhorn Steakhouse: How To Be Remarkable

Monday, August 24, 2009

Why don’t most restaurants understand that it’s the little things you do that make a huge difference? At the Longhorn Steakhouse in Asheville, our steak wasn’t perfect. Too much fat for the cut. Immediately our server noticed it and said, “this has too much fat, let me take it back and get you a new one.” Then the manager came by to offer his apologies. Much to our amazement, he had also comp’d the steak. He certainly didn’t have to do that.

Lesson: It’s the amazing things we remember and talk about to others. It’s the remarkable things that create loyalty to a specific restaurant. Throw away your email lists, your loyalty clubs, your gimmicks and everything else that “lures” guests to your restaurant. If you’re not doing anything that’s remarkable, then you’re boring.

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