The Lead Station

Just received an absolute masterclass in customer service during breakfast sitting at The Leady this morning! Waking up Hank Marvin and hungover on a rare Saturday morning at home with no plans, we decided to treat ourselves at our local eatery and each ordered a Full English, both of which turned out disappointing (tepid rubber eggs, flabby bacon, barely cooked sausage, etc.). Mr G decided to tuck in anyway (for reasons described above) whilst I quickly realised after a few mouthfuls that it just wasn’t worth the calories. When asked by a passing waitress if everything was OK with our meals, I politely informed her of the issues and why I couldn’t eat it. As the manager happened to be within earshot, she took over to ascertain the position and offered me the menu to choose an alternative dish whilst she took my plate away to relay what she’d been told to the kitchen (having provided her apologies). Shortly thereafter I was presented with perfectly prepared Eggs Benedict, which I inhaled in a heartbeat. After a polite passage of time, the waitress was no doubt relieved to hear that I was very happy with my meal! Whilst I ate my husband had the opportunity to look around him rather than at his plate, and noted that subsequent plates of Full English breakfasts being carried out from the kitchen looked far better than those which we’d received, presumably meaning that my comments were taken as the polite constructive criticism in which they were intended, taken on board and rectified. This was impressive and reassuring to know. When the bill arrived the manager explained that, not only had she discounted the cost of my Full English, she’d reduced Mr G’s to half price, because whilst he ate what he could of it, she knew he didn’t really enjoy it. We both thought this was wonderfully observant and generous of her, which is why we doubled the tip we’d normally pay, to show our appreciation. Seriously guys, no one is perfect 100% of the time, but that was acknowledged and handled 100% perfectly! We left happy (and full bellied) customers!