My first double date experience was during my freshman year of college. A friend of mine decided to take his girlfriend, myself and a girl of my choosing to his favorite Thai restaurant, Ruby of Siam. According to my buddy, the restaurant served up the “best Thai food in town.” While I remember very little about the conversation that evening, the food was definitely more memorable.
The Tom Yum Soup my date and I split was perfectly spiced and seasoned. I also ordered the Kai Yud Sai, a massive omelet filled with diced vegetables and chicken (I ordered it with beef). It is by far the best version of that dish that I’ve had to date. We left the restaurant with the promise to our waitress that we would come back. I actually haven’t gotten a chance to return back to Ruby of Siam since my double date in college, but recently I got a chance to catch up with the owner of the restaurant.
Last week on the GrubHub.com site, I received a live chat from one of our users regarding an order he’d received from the Ruby of Siam in Evanston. The customer said he didn’t like the quality of his food and wanted to make us aware. When I checked our database, I noticed the restaurant had a clean record when it came to customer complaints, so I wanted to get to the bottom of what happened with the order. While calling the restaurant, I was transferred to the owner, Smithprin (Smith for short). I later found out that Smith took over the restaurant two years ago, but the establishment had been operating at the same location for over 20 years now.
After updating him with the complaint we received, he was immediately apologetic. He informed me that they were very busy that evening. Upon hearing the complaint, Smith found the ticket order I was referring to and wanted to make it up to the customer. After following up with Smith, I found out he had written a personal letter to the customer and sent him a coupon for a complimentary buffet! It was refreshing to hear that a restaurant would go through such lengths to make up for their mistake and keep their customer happy.
Here at GrubHub.com we believe no matter how big or small your business is, great customer service is a fundamental part of growing any successful restaurant or company. In these tough economic times, customers are looking for better quality service and pinching every penny. Business owners like Smith recognize that giving a little extra TLC can go a long way.
Ruby of Siam, 1125 Emerson St., Evanston, IL
Paul Kim leads the customer service team at GrubHub.com.