Tandoor and Southwest Know Patrons
In the last post, we talked about the differences in your orientation and perspective that happen when you think of your “people” as customers, clients, or patrons.
I had two abundantly clear experiences around the importance of “patron orientation” recently when I went to Chicago for SOBCon07.
To United Airlines, I was seat 32D. A hundred bucks. In and out, I’m sure… just one more sardine in the bunch.
To Tandoor Restaurant, I was an instant friend. “We’ll take care of you. Everything is fresh. Help yourselves. How are you doing? Need anything else? Thank you so much.” (that’s me with the owner in the picture; I’m the one in the dark blue shirt, in case you weren’t sure)
Sure, you could say that it’s a size and volume issue…
But, that would be missing the point.
Because when I fly Southwest (and I try to, every time I’m going where they go), they make me feel special in the same way. The people are open. They see me, and I feel that. That’s why I LUV them; because they LUV me.
(Oh, and Southwest has a blog, which should be a big indicator of their attitude. I searched for a United blog, but 9 out of 10 Google results were rants against them. Oops…)
It was clear to me that Tandoor was like Southwest. My buddy Dawud and I showed up early. Did they make us wait? No, of course not — the owner opened the doors early just to let us in. And did we sit there by ourselves? No, of course not — we had a great conversation with the owner, and he told us all about how they make everything fresh, fresh, fresh.
And the food? Amazing. It was clear how much love and attention went into their food by the way it looked, smelled, was presented, and tasted. Fabulous.
And I thought I was impressed from what I got at the buffet — and then, they brought me tandoor chicken. Hands down, the best tandoor I’ve ever had (and I’ve eaten Indian food all over this country).
When I tell the owner how much I love the tandoor, know what he says? He says, “Thank you — that’s because we have the only authentic tandoor oven around. Most people use a gas fired oven, but we do it old-style, with charcoal, the way it was meant to be.” And let me tell you, the difference was clear. The depth of flavor was unlike any tandoor I’ve ever had.
I loved it all so much, I brought 15 friends back with me the next night.
So next time you’re in the Chicago area, anywhere near the convention center/O’Hare area, stop in at Tandoor Restaurant — I guarantee you won’t be disappointed.
And if you can, fly Southwest home.
Now, your turn: What businesses do you love, and why? How do they treat you? How do they think of you?
Images courtesy of Phil Gerbyshak and Tandoor Restaurant.
And thanks to all who have commented on the previous post so far: Jeff Simon, Charles, Steve, Jean Browman, Trisha Cupra, Dawud Miracle, Ken Graydon
Get my Silencing Overwhelm e-book when you subscribe
Intuitive purpose finder and meaning maker.
Hi Adam,
It’s nice to know that the Head Monk LUVs Southwest Airlines…and our blog! Your post made me hungry.
Brian
I was one of those friends you brought back, and I agree, it was amazing.
This was also the best tandoor I’ve eaten (and I listed it as one of the many highlights from the conference in my wrap-up).
With all the talk about authenticity at SOBCon, it’s no wonder it took an authentic tandoor oven to impress us
I’m with Adam. I love Indian food. And this was the best Indian food I’ve ever had in the U.S. The Chicken Tikka Masala was so incredible that when we went back the second night, I had to order it again.
And the owner and all his staff were great. Like a blogger they were transparent and authentic with us. When the owner said, “We’ll take care of you” he meant it. It was just something good to say. He really went out of his way.
I know that whenever I’m back near the Rosemont, I’ll be stopping in for that great Masala.
And if you have a long layover at O’Hare, jump a cab and get a great meal.
Here’s their address…
Tandoor Fine Indian Cuisine
715 W. Devon Ave.
Park Ridge, IL, 60068
(2 Blocks East of Cumberland
& 5 Min. From O’Hare)
Call 847-696-1676
Tandoor Website
Man, my mouth is watering just writing this. No kidding.
Hi Brian, thanks for coming by. And you bet — this monk has been flying Southwest for years and years.
Ha! Good one, Tony. I saw that you mentioned them in your wrap-up, too; how could we not, y’know?
And thanks for putting in the details, Dawud… that may make it easier for folks to drop by.
I’ll tell you, I’m thinking of having my next workshop happen in Chicago, just so I can get back to Tandoor.
I DEFINITELY ate dinner at the wrong place that night.
(As in, I wasn’t with you!!!)
Wendy, it would’ve been awesome to have you there! I know some people felt bad about leaving the hotel restaurant, and some just didn’t know about it.
Thank goodness for Phil — when everyone was balking, Phil just stood up and said, “I’m with you, man,” and that turned the tide.
Next time I’ll make sure you’re with us, for sure.
Tandoor was awesome! I’m not used to spicy foods (as some of you, who were there, noticed lol) It was an really cool experience, and being with all of you nice people made it even nicer! Adam, next time we’ll have to make sure Wendy’s with us!
Oh and to Northwest Airlines, i was seat 10-A hehe
What businesses do I love? Amazon.com is the first one that comes to mind. It’s a huge organization, but they understand about community. Whenever I hear about a book, I go there first to read the customer reviews. An acquaintance of mine actually gets paid for reviewing books for them. She’s an avid reader so they send her books so she can make comments. They understand that their customers not only want to make informed decisions, they also want to share with one another. So they make it easy to do.
I buy a lot more books than I otherwise would because they make it so easy and safe.
Another business I love, which won’t be of much use to most people, is Ingebretsen’s Scandinavian Gifts. Our local supermarket stopped carrying the hard tack my husband loves, so I searched the web and found this place. They charged a reasonable price for S&H and really packed it well. They put it in a recycled box to keep costs down and to help the environment, but included plenty of padding so there was no breakage. So I phoned them up to thank them. The woman put me through to mail order so I could tell them myself. “They don’t receive many compliments,” she said. She also thanked me for the positive feedback.
They’ve just won a loyal customer.
I’ve been thinking more about good customer service. We’ve been buying our computers from Dell, and the tech support there is really trying now. They may have to look things up, and sometimes I have to listen carefully to understand the accent, but they’re very patient and are clearly told to solve the problem and not make the customer phone back. I appreciate that.
At the moment I’m wrestling with some Adobe problems and got a technician the other day who said, “We’re not supposed to tell you this, but it will save you days of time if you just uninstall all programs from your computer, reinstall Vista (our old laptop broke down at a bad time so it was too late for Windows XP), then install Creative Suite 3 before reinstalling your drivers and other programs. I didn’t find that very friendly.
On the other hand, I talked to another technician today who gave some useful suggestions and seemed to honestly want to help. Progress is being made, but I wouldn’t call it fantastic customer service.
I’m getting pretty good at being patient and civil and persistent, so presumably some good is coming of it all.
So how was my talk of Dell and Adobe of relevance to you? There is so much impersonal, dehumanizing service now-a-days that it doesn’t take much to make people feel valued and want to come back.
Yeah, Jonathan, it’s like Jean is saying: there’s so much bad service out there these days, that a little bit of love goes a long way.
Which is good, on one hand, for those of us who notice and are doing something about it. Bummer, though, when our only option is a bad option.
Jean, I hear what you’re saying about call service centers; I often wonder if they’re playing with the deck stacked against them.
For example, for just about every reason so far, I love my webhost. But their customer service reps don’t seem trained to really troubleshoot problems. 9 out of 10 have been really nice people, but I don’t think they’re hearing about successful solutions. I call, get an answer like your “go back to scratch” answer from Adobe, and end up hanging up.
Then, I call Dawud, or find a forum somewhere where really tech-savvy folks hang out, and find my solution.
But, my solution never makes it back to the webhost guys.
IMHO, they should be more proactive about tracking and monitoring their customers’ needs — such as, ask if they can stay in touch with me around my problem, so when it gets solved (by someone else), then they can find out how, and make their service better.
It took me a long time to come up with an answer to this question. There are just not as many businesses that inspire loyalty as I remember from the past. And I get a very different vibe when my daughter is in tow (She is quite the charmer :-)).
But, I’m very lucky to have a good mechanic. I suppose it doesn’t hurt that I used to send most of my business to them when I ran a fleet of vehicles. They are two brothers who have been working together for 15 years. We are about the same age.
Speaking of tandoors though, we used to have a place in Sacramento that had a tandoor on the edge of the dining room. It was deep enough that it wasn’t too hot on the floor. Sadly, it closed down. Dive bar stands occupies the space. We will have to just use our imagination about what happened to the tandoor.
However, if you ever happen to be in Sacramento, I know a good madrasi place.
One business I do *not* love is Southwest Airlines. And that is because they do not LUV me — I would have to buy two seats on their airline because I am too fat for them. Yes, it’s a size and volume issue.
I will fly any other airline that has a first class section, particularly those who fly Boeing 737s, because I fit quite fine into their seats, and don’t need to buy two, and am treated like royalty, even though I am disabled — which is why I am fat.
But if I find myself in Chicago, perhaps I will try Tandoor, I do love good Indian food.
Hi all
Companies/businesses I liked to ‘deal’ with are
“Where everybody knows your name”
All the businesses from the network group I’m a member of (BNI Ashford) comes to mind in this.
Karin H. (Keep It Simple Sweetheart, specially in business)
Thanks for the tip about Tandoor, Adam. I’ll be in the area for a week in July for the NAAFA (National Association to Advance Fat Acceptance) and ASDAH (Association for Size Diversity and Health) conferences and will visit at least once.
Unfortunately, I can’t agree with you about SWA — and neither will most other fat people. Southworst Air’s anti-fat policies are capricious, abusive, and anything but loving.
You’re right — it IS a “size issue”. Not the size of the company, but the company’s attitude re being welcoming, gracious, and accomodating to people of all sizes.
I have friends who got such bad service, they sued Southwest. They took them half way to their destination, and then made them leave the plane and would not let them back on the plane until they bought another seat.
No other airline in the country has done that, yet Southwest continually does that. Like fat people or hate fat people, they didn’t get any bigger for the second half of their flight. It’s just a simple matter of extortion.
Bob
Greetings. My name is Michael. I see you have posted some positive comments about Southwest Airlines. Apparently you have never been subject to their “POS” (Person of Size) policy. If a ticket agent deems you too large to fit in a single seat (which is done arbitrarily and without any official determination), he or she has the authority to force you to buy another seat “for the comfort and safety of passengers”. I was subject to this embarrassing and discriminatory policy coming back from a convention and will not fly SWA until they rescind this policy. Other airlines may cost me more but I look at it this way-how much is dignity worth?
Below I am reprinting a letter my husband wrote to Southworst Airline about a year or so ago. It’s just for your further edification…
{ed’s note: I truncated this post, because this is a very long letter. For further reasons, I’ll elaborate in my comment, below. If anyone wants to see the full version, email me, and I’ll send it to you. — Adam}
Jeff, next time I’m in Sacto, I’d down for some madrasi food; you’re on. (My brother lives in Davis, so this may not be too far-fetched)
And, I hear what you’re saying about many business not inspiring loyalty. As I’ve thought more about this, the role of a personal connection ranks right up there with a remarkable experience. If someone goes out of their way to make a positive experience, or a genuine human connection with me, that stands out quite a bit in my book.
And Karin, the ‘everybody knows your name’ jingle rings in my head everytime I think about this, too…
Lauren, Sunflower, Bob, Michael, and Terry: I hear you. I really do. The majority of my years under twenty were spent as an overweight person, so I know the discrimination you’re speaking about first-hand.
And like I mentioned on Anne’s blog, I was completely unaware of any issue around this with Southwest. And, like I also mentioned there, I would really support each and every one of you to write to Southwest, post on their blogs and on your own, and try to engage them in a dialogue about this.
In this day and age, many companies (and Southwest is one of them, obviously, since they even have a blog) are reaching out into the world of their customers/clients/patrons, trying to increase the dialogue, responsiveness, and intimacy with the public.
I think they would be open (or should be) to a conversation — or 40 — around this. Your voices may even help shift their policy, whatever it is.
——-
Now, the reason I shortened the letter:
Mother Theresa, I believe in was, was once asked about why she wouldn’t attend an anti-war rally. Her reply was, “When you have a pro-peace rally, I’ll be there.”
I’m all in favor of dialogue, conversation, and even heated debate. I’m also a huge, huge believer in the First Amendment. I’m not in favor of bashing, though, on my site.
So here’s what I propose: If you want to bash SW, go for it — on your own site. If you want to increase public awareness of something that’s contrary to what I write, go ahead — and you’re welcome to do that here, or wherever you like.
My request is that the overall direction of our conversations, however, be toward the positive. Include suggestions for offenders. Highlight those who you do favor. Tell us who/what you love, not just what you see as wrong.
As my college volleyball coach said, “Better the ball. When it comes your way, see if you can make it even better when it leaves you.”
So please, let me know what bothers you. And please, try to do it respectfully, and with an aim towards uplifting the lives of those who read it.
I am a fat woman. Only sometimes do I need a seat belt extender, but not a second seat. I flew SW once. Was on my way to CA from FL where my best friend was in a coma and not expected to live. It was the fastest way for me to get there.
When I sat down to wait for boarding in Tampa, one of the agents came over to me and said “We MAY require you to buy a second seat.” I looked at her and said “Like hell you will.” She backed off. I had to change in Denver. Same scenario, same result. I did not need or ask for a seat belt extender.
I’ve never experienced anything approximating that kind of treatment with any other airline, and trust me, I have flown all over most of this world.
I’m astute and intelligent enough to know if I need a second seat. I’m also considerate and sensitive enough to ask for another seat arrangement if I am in danger of spilling over onto another person. If all that fails, I have been known to take another flight, or use flyer miles to go first class.
SW will NEVER, EVER get another penny of my flight dollars until they learn some tolerance and manners towards those of us who are large.
Stefanie
Adam - thanks for being willing to share this great gem of Chicago with us. I’d have never found it without you. The food was amazing, and the conversation was even better!
Glad you’re sharing this place with the world. It’s definitely too good to keep to yourself! I’ll be back!
Adam and the crew, I sincerely want to thank you and your friends for such kind words. Currently being a soldier in the U.S.Army, owning a restaurant is/was also a “Dream and a Goal”, and I am truly grateful to know I have friends like you who appreciate and encourage in the success of someone’s “Dream and a Goal”. To see, hear and read echoes of satisfactions from the individuals i have served, it is truly a blessing. Thus, it allows me to wake up in the morning and continue to strive towards making someone’s day, a day to cherish, what life has to offer. Though, i am speechless, I humble myself to you and your friends and simply end this note in a few simple words. “THANK YOU”.
Phil, you bet — although I should be thanking you… like I said before, I may have started the fire, but if you hadn’t fanned the flames, we might never have got the party off the ground!
Hey Chris, you’re more than welcome. Like I said, I was so impressed the first night, I tried bringing everyone at the convention I was at the next night. I got fifteen, which was a good start.
It’s great to hear how much your restaurant is a dream of yours; it shows, in your approach and the care you take.
To be honest, I still think about the food at your place a few times a week… and it’s inspiring me to learn to cook Indian cuisine!
Take care, and thanks for coming by.
Hi Adam!
I happen to have just celebrated 11 years as a Southwest Airlines Employee, and your kind comments about our efforts to make people feel “special” were music to my ears—particularly since I work in Customer Relations. Of course, it’s clear from the continuation of this blog that we haven’t made others feel so special, at least not in a positive way, and I feel compelled to add a bit about why we have a policy related to our larger Customers. I happen to be a “big girl” myself, and even though I’ve lost a substantial amount of weight the last year or so, I can still recall the great concern I would have each and every time I got ready to fly—regardless of airline (most have a Customer of size policy, they just don’t all enforce it, or offer a refund for the second seat if purchased proactively). It was always the anxious minutes waiting to see who, if anyone, would be seated next to me. Will we both be comfortable? That’s just not a pleasant way to start a trip, and that’s why I can “get behind” the policy we have here at Southwest Airlines. If a Customer cannot be comfortably seated in one seat with both armrests down purchases a second seat (regardless of whether or not a seatbelt extension is required), we will promptly refund the second seat purchase once the travel is completed (as long as there’s no oversale—truly a rare occurrence). Simply put, a person usually knows if he/she will fit into one airline seat (as evidenced by previous blogs) so why not proactively purchase the second seat (so the we can accurately know how many seats will be occupied) and save everyone the “confrontation” and embarrassment at the airport?
We look at it as a win-win situation for everyone—all Customers seated in a particular row get the seating needs they require, and only in a rare instance does the Customer who purchased the second seat really end up paying for it. Interestingly enough, before we actively enforced the policy, we regularly heard from Customers who were denied the entire seat that they paid for because they were seated next to a Customer who clearly occupied more than one seat but did not proactively address their own needs by purchasing two tickets. Because our goal is to provide a comfortable and safe travel experience for every Southwest Customer, we found ourselves refunding air fare for the Customers who didn’t have access to the full seat that they purchased. With the more active enforcement of our policy, it’s often the larger Customers who I’m now responding to as they express an almost “liberated” feeling of ease when flying since purchasing two seats when making their travel arrangements takes away the angst during the boarding process (and certain discomfort while flying).
So, I “hear” what others are saying when it comes to our decision to be forthright on this matter; however, after listening to Customers on both sides of this issue and our careful evaluation of this policy, our focus continues to be on ensuring that all Customers are comfortable and safe when flying with Southwest Airlines. That’s really our goal here—enjoyable flights for everyone!
Hi Theresa,
Thanks for coming by and sharing more about the ‘inside story’ of how Southwest determines its policy.
What would be really great is if there was a forum for discussion around these kinds of topics; a place where a dialogue could exist between SW representatives and folks with grievances over certain policies.
That may exist, and I just don’t know about it… but it sure seems as if there’s a need for it.
Hi Adam,
Thanks for your suggestion, and it’s an area we’re evaluating as an opportunity for our blog. We agree that it would be nice if Southwest’s blog was set up to house different discussion groups regarding various Customer policies, but I don’t think it’s ready to evolve into that….yet. But, that may happen. The problem is resources. Our blog is currently moderated by basically two people, and each of us have other duties, so we currently don’t have the resources that the discussion groups like you propose truly deserve. However, this is a desire of ours–either on the blog or in another online forum, and we are looking at those additional online communications opportunities.
Getting back to our blog, we have a huge wish list of enhancements and new features we want to add, so the “creative genius” is “there.” We just have some pretty strong competition for the resources.
Brian