Even if he was ever having an “off” day, he at least knows how to put it aside when it comes to serving his customers. However, Yaacov at Monsey BBQ and Grill seemed to have never had an “off” day. Perhaps normally he’s a great guy and truly serves his customers in a top-notch manner. Let’s assume that perhaps the owner of Chai Peking was just having a bad or “off” day on that particular day that we were there. You may be priced more than your competitor, you may have lesser quality products or services, but your attitude will make or break your business. It will all boil down to your attitude and character at that time of service. They will either leave with a terrible taste in their mouths or want to only do business with you. What matters most is the impression you leave on your customers. It doesn’t matter whether you are priced right. The lesson is that it doesn’t matter the quality of your product or service. Whereas Monsey BBQ and Grill will have us drive 20 minutes out of our way only in order to experience Yaacov’s enthusiasm not to mention the tasty food that they serve there. However, the three differences that make or break each of these organizations are:Ĭhai Peking had such terrible customer service that it made my wife and I forego our passion for Chinese Foods (in case you didn’t notice, my wife and I are foodies - her more than I). The differences between Chai Peking and Monsey BBQ and Grill are massive, one will make you feel like you are the only customer in the world, whereas the other will make you feel like your wallet is the only thing that matters. Yaacov makes you feel that the only thing that matters in the world is your satisfaction. For Yaacov, the thrill of working in his position is to see the smiles he puts on the faces (and tummies) of the people he serves. He is so friendly, is so charismatic, and makes everyone that eats there feel super good about themselves. Monsey BBQ and Grill:Īt Monsey BBQ and Grill, there’s this guy that works there that goes by the name of Yaacov. It wasn’t as if it was going to be a major loss for him, but he chose to be “right” and have the customer feel bad about themselves. He didn’t care whether the customer was happy with the order or not. It seemed that the owner had only one thing in mind = make a sale and make it as big as possible. The owner at Chai Peking was rude and had a terrible attitude and character. What made them so distinctly different? Chai Peking: The two experiences were so dramatically different that we will never go back to one whereas we will go out of our way for the other! One was in Atlanta, GA by the name of Chai Peking, and the second was in Monsey, NY by the name of Monsey BBQ and Grill. In the past 12 months, my wife and I experienced two dramatically different services by two food establishments.
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