| rev:text
| - Snooze absolutely blew my mind:
It was a regular day that my friend and I were going to yoga.. There happened to be an ASU football game going on making it difficult to find parking. So we did what anyone would do and decided to have breakfast instead of exercise. Snooze was just starting out at that point and we didn't know what to expect. We were seated at the breakfast bar and chatting about nothing in particular when we noticed two displaced (homeless) looking people with Starbucks cups walk by outside. We really did not think anything of it until one of them seated himself next to us. We kept talking about nothing in particular when this man interrupted us and commented on my friend's sparky shirt. He asked many questions, proceeded to become accusatory and generalizing college students, making us seem brainwashed or unaware of the world, and began on an endless tirade of conspiracy-like theories. At first I was intrigued and then realized that this person would not hear logic and did not want to discuss, more of lecture. It began to get uncomfortable. He would not leave us alone. In my mind, this man could have been a paying customer so I did not expect Snooze employees to get involved, but they did. They went out of their way to ensure that our experience in the restaurant was nothing but positive, even in situations seemingly out of their control, like this.
At first a server made eye contact with my friend, my friend made the "save me" eyes at the server. Then, a manager approached us from one side and asked us about our day, what we knew about the restaurant, and basically distracted us pleasantly while another server approached the gentleman to our left. This server asked the gentleman to wait at the front to be seated like everyone else. The gentleman did not want to leave and insisted that we also wanted to be engaged in conversation with him. At this point we were talking to the manager about all the restaurant locations, restaurant history, etc. My friend and I addressed the gentleman and told him we would like to eat in peace and thus the confrontation was over, thanks to the manager and server.
I was so pleasantly surprised that they would take the situation in their own hands, I assumed that it was our responsibility to stand up for ourselves and tell the gentleman we were done with the conversation, after all, we are adults. I was incredibly impressed by Snooze already and would not stop raving to my friend about what great customer service that was. Then, a completely new server came by and apologized for the situation, and offered us a sweet potato pancake (it was amazing). Later, another server came by and asked us what happened and apologized and we laughed about it. Then the manager asked us if they could get us anything off of the menu and we politely declined, they've done so much for us already! Finally, we asked for the check and were ready to pay when our original server apologized for the situation and told us they covered our bill!! Like, what??!! We were so shocked and impressed and thankful that we tipped (more than we would have paid for the meal) because that's what great customer service does to you, it makes you feel things! And write novels on Yelp! And endlessly talk about a restaurant and refer all of your friends there! This entire situation was out of Snooze's control, but they made the decision to control the situation. They didn't aim for us to have a satisfactory experience, but an unforgettable one.
And to think, it all started with us not finding parking for yoga.
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