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Legal Commentary

: In Search of Perfect Client Service

McCormick and Schmick's: Example of Poor Service

By Patrick J. Lamb

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My partner loves to eat lunch at McCormick and Schmick's on East Wacker in Chicago.  At least she did.  M and S is in our building, so it's convenient.  And the food is usually good.  But the last half dozen times she has joined them for lunch, they have screwed up her order.  Wrong salad.  Wrong dressing.  Dressing not on the side as ordered.  Some variation on those themes.  Enough to mean that she can't enjoy her lunch while the rest of us eat ours.

It has been such a joke that today I told the waiter about the pressure he and the kitchen were under in light of the prior screw-ups.  He still brought the wrong salad.  Bad enough, right, but there was no apology, no adjustment to our bill, no free lunch, nothing. 

She won't be going there again.  There remedy would have been so easy.  Too bad they don't get it.

 

 

 

Full post as published by In Search of Perfect Client Service on June 03, 2010 (boomark / email).

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