If you believe the saying that what doesn't kill you makes you stronger, then
the people in New Orleans have got to be among the strongest people in the
world. I went back home several times in the past year, and each trip brought a
new level of appreciation and gratitude for what my friends and family have been
dealing with for the past few years.
My first trip home a few months after Katrina showed a ghost town: blue tarp
roofs, empty and deserted yards, and no bikes, cars or any signs of life. On
this last trip, the blue tarp roofs had disappeared, but many of the streets
were still mostly empty.
On my last night in town, a group of us decided to try a new restaurant by
one of the city's top chefs. It was a Saturday night, and the place was packed
with locals. Our waiter welcomed us and took our drink orders. No sooner had he
left the table when all the power went out in the restaurant.
An alarm sounded, and he returned to tell us the hotel next door's fire alarm
was responsible, and the fire department was on its way. There were no signs of
smoke, and the kitchen had a stove and oven full of fresh seafood and other
items that would certainly spoil if not used that evening. The staff brought out
candles, and everyone in the restaurant ordered a meal. The waiter let us know
that things might be slow, but wine and bread were already on the table, so
everyone relaxed and chatted as the food started coming out in phases.
For more than three hours, the locals enjoyed a delicious meal by
candlelight. The sirens blared outside and lights flashed, but everyone stayed.
Because the computers were all down, the restaurant couldn't ring up bills at
the end of the evening. The owner went table to table, telling everyone that
dinner was on the house and thanking patrons for staying. People refused to
accept a free meal and offered cash or checks instead. The locals didn't want to
see the restaurant suffer. I'm guessing that the restaurant actually made more
money that night from the goodwill it generated by handling a difficult and
stressful situation with class and humor. The customer experience was memorable
and an adventure. The restaurant didn't miss a beat.
Know What Matters
New Orleans and its people have been through a lot, and they know what
and who matters in their lives. They are incredibly scrappy and resourceful.
When the power goes out, they start eating the seafood and enjoying the romantic
ambiance that candlelight creates.
I visited the French Quarter, where the streets are busy and there is almost
no trace of the damage and destruction from Katrina. The shops, bars and
restaurants are full of life again. There are still plenty of parts of the city
that need help. What can entrepreneurs learn from the resilient people of New
Orleans?
- Stay positive because it helps you be creative during stressful times.
If you believe that you'll find a solution, it forces you to consider
possibilities you otherwise may not have tried. When failure isn't an
option, it's amazing what ideas you can generate.
- If the seafood is going to spoil anyway, you might as well enjoy a
great meal while you can. In other words, fix the things that are in
your control and don't waste energy or tears on the other problems. The chef
and staff decided to make sure every customer had a great food experience
that night with or without the power company's help. The customers ate and
drank well and did not blame the kitchen for the problems that night. Once
the firemen realized there wasn't an emergency, they helped clean out the
refrigerator, too.
- Keep a sense of humor at all times. This will make the journey
much more enjoyable for you and everyone else around you. The kitchen made a
quick decision to bring out the bread, wine and shrimp cocktails. Everyone
in the restaurant became part of the adventure that night, included in the
inside joke so we all felt part of a special club. Who needs reality TV when
you live as a real-world survivor in your hometown?
- Vote with your wallet. If you want to support other entrepreneurs
and companies whose products and services you value, then buy from them and
tell others to as well. Everyone at my table left with a smile and a stomach
full of delicious treats. We all agreed to come back with different friends
and family over the next few weeks to let the chef know how much we
appreciated him rising to the occasion on what could have been a complete
disaster of an evening. So a table of eight turned into more than 50 people
coming into the restaurant over the next month. Support the businesses and
people you admire, and you'll always be proud to be associated with them.
I'd be remiss if I did not leave you with one final thought. If you are
looking for a venue for your next conference, meeting or vacation, check out New
Orleans. The food and music will be memorable, and I'd be surprised if you
didn't pick up some fresh ideas to help you improve your customer service and
overall experience. It may also make you appreciate simple things in your life
like enjoying some gumbo, a chicory coffee, and your neighbors, friends and
family that you often take for granted when things are going well.