“Customer service has eroded over the past decade for a variety of reasons — low wages, lack of training, exponential growth, to name a few. Few companies have the blend of corporate culture, training and opportunities for advancement that makes employees surpass expectations…
…In the restaurant business, quality is difficult to gauge because most customers don’t complain — they simply go elsewhere. To amp up its service, Furio began a day-after-dining program to gauge customer satisfaction: The Scottsdale restaurant picks diners at random from the reservation book and contacts them about their experience.
“We look at every single comment,” says Stephanie Eglin, director of marketing for Anthem Restaurants, which owns Furio. “When somebody gives negative feedback, the owner himself makes the call if he’s able to. This type of endeavor is not costly, and we’re able to gain a lot of valuable feedback…”