A Little Help Here
Image Courtesy of Grunow
We often talk about customer service here at the office. When your business is based on personal dynamics, you tend to tune into the service you receive and why you may or may not have related to someone. I’ve asked more than once during our meetings, “Why is it we are surprised when we receive good customer service?” Shouldn’t it be expected instead of accepting the rude and unfriendly service as the norm?
I hate going to the grocery store and having to listen to the conversation between the checker and bagger. I’m basically ignored until I get the monotone total for my bill. I’m lucky if I get a thank you as I walk away. Or worse, when I go to a restaurant and get the frustrated “Can’t you read?” look from the person taking my order. Many restaurants now have lunch combos that, for someone who doesn’t visit often, can be confusing. I recently went to one of those sandwich places where you had to choose the sandwich; then all the stuff you wanted on it; then what side item, some of which were an additional cost; then the drink, which is sometimes included in the price and sometimes not. Because it’s lunch hour you feel pressured by the employee and those behind you to hurry up and choose. When I asked about the sides, the employee just pointed to the menu and said nothing. No explanation or assistance was provided. I was so frustrated I swore I’d never go back.
What these employees don’t seem to understand is not all of us are there on a daily basis for several hours. We don’t sit around and memorize the menu. What might seem obvious to them is confusing to someone who hasn’t stepped into their restaurant for several years. Perhaps someone with a little more “Bridge Builder” in them would be better off taking orders and the “Bottom Liner” should be making the sandwich or running the cashier. It’s not that the “Bottom Liner” isn’t competent, but s/he is more about getting the job done and less about being all warm and fuzzy. If the person would have simply pointed me to the center and explained that some choices cost extra, I would have walked away happier, not having paid extra for a salad that I didn’t really want and willing to eat there again.
This restaurant is the closest choice to my office. I only have 30 minutes for lunch so time is an issue. Instead of going somewhere close that has healthier choices, I chose to either bring my lunch or drive further, scarfing down a burger and fries on my drive back to the office. If management had taken just a few moments to consider the personal dynamics of their employees and made their schedule based on these strengths in addition to the employees’ skills, they would not have lost my business.
I totally agree with you. In fact, my biggest pet peeve is bad customer service. If I get great customer service, I try to talk to the manager (when possible) & make sure that they know what I thought. Many times we only get the negative.
I always think to let the manager know when I’ve received good service, but don’t always follow though. But then, I don’t when I get bad service either. I just don’t go back.
Hi Debbie,
I hear you! Having employees chatting with each other instead of taking care of the customer is SO frustrating. It’s like I want to say, “HELLO! Did you forget me?”
And the type of restaurants you describe are another great example. If we’re new to a place, how do we know? I find coffee places are the same. Many know exactly what they want, but I usually don’t. It would be nice if they had a stash of those cheap tri-fold menus close by so the customers could study that first before getting in line and looking a board that is often so hard to navigate we just get frustrated and pick “something”.
I feel you pain.
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There are a couple restaurants that do have the paper menus to look at before you order. I like to even sit down if I’m there with my family and make sure I know everyone’s order before going to the counter. It makes things a lot less stressful and we are usually happier with our choices. If I think of it, I’ll even look at the menu on line before I go, but I don’t always remember to do that.