Pat Brennan: Customer Service Is All Business
Pat Brennan, manager of Wollensky's Grill in New York, is the consummate host and exemplifies one of the tenets of true one-to-one: Relationships are everything. He has a warm smile for everyone who comes in and a hearty thank-you for everyone as they leave. If he knows you, be prepared to have your hand pumped and be briefly grilled on what's new and how you are. It's not glad-handing; Brennan's face exudes interest and sincerity.
When I introduced myself, Brennan told me that his business is serving businesspeople, and his greeting can set the tone for the meetings guests hold in his restaurant over lunch. He prefers that tone to be positive and pleasant. He does this no matter how busy it is. Brennan knows that bottom-line success is, in the end, all about customer relationships.
Related Entries
