I am proud to point out whenever people or organizations step up and say “yes, we are responsible, we messed up, but this is what we are going to do to fix the problem.” In this case, the business Silver Diner contacted me regarding my mention of their messed up order in my blog comment on 19 July “Culture of Incompetence.”
I am finding out with today’s technology, everyone uses warnings, such as “Google alerts” (I do) to find out when someone uses your name. Back in May when I wrote a positive post about my visit to West Point, I was contacted by one of the professors I mentioned in the post because I mentioned him in my blog. He told me how he had been contacted right away by an alert from the IT section at USMA.
Well, the restaurant business Silver Diner must do the same thing. On 19 July I posted the now very popular “Culture of incompetence,” where I talked about my encounter six times with people who were, in my opinion not doing their job 100 percent. Last night, I received the following email on that blog,
I would like to take this opportunity to apologize to you for your carry-out order being incorrect when you visited the Potomac Mills Silver Diner on July 13. The order should have been correct to begin with, but when you asked about the gravy on the side the container should have been taken out of the bag and checked. This would have eliminated the inaccuracy of your order and being charged for an item you did not receive.
We have a set of guarantees we promise to deliver to our guests. Order accuracy is one of them. We failed to live up to this promise. I would like to invite you and your wife to return to the Silver Diner and for both of you to enjoy a complimentary meal to make up for the inaccuracy of your order and for being charged for an item you did not receive.
Once again, my apologies for your order not being correct the first time. Please feel free to contact me at anytime.
Potomac Mills Silver Diner
For this response, I am proud to point out that this is a manager and an organization taking responsibility for their actions. Believe me, this is not always the case today, managers and organizations taking responsibility for the failure of their employees. My hats off to Silver Diner for doing this. And YES, my wife and I will take up their offer for that free meal. I love the Southwest Griddle (just once and a while).
As my Father used to say, “take responsibility, fix the problem and don’t let it happen again; apologies are only good once, after that it is stupidity.”