At one time I taught introductory customer service classes for the company that I used to work for. I explicitly debunked the old "the customer is always right" saying. The customer is not always right. With the exception of those people who come in looking for trouble, or are just entitled jerks, most customers just want what from a company, be it restaurant, or retail store, or any kind of service company, is just what the company advertises that it is providing. In addition, as the ultimate provider of the company's revenue, to be treated with a minimum of respect. Even angry customers are usually angry for a reason and can be made not angry by reasonably addressing what they're angry about.
This morning I stormed out of a local diner, angry at escalating rudeness, confusing my family members who were with me. As a customer, and in general just as a human being, there is just so much crap that I'm willing to tolerate. My wife and I arrived at the diner where we would be meeting other family members. There were many open tables, although both of the six seaters were taken. I inquired about pushing a couple of tables together and was told, after the hostess checked with an unseen person in the back area, that they couldn't do that. I was later told that doing so would be a fire hazard - an explanation about which I was skeptical, but I figured one of the two six seaters would be open soon enough, so I was content to wait. This was the first miss on the customer service scorecard, albeit a minor one. Our request to push a few tables together was not unreasonable and could have been accommodated. They just didn't want to.
Soon after, we found out our group might be eight, and not six. Susie attempted to relay this information to the hostess, who shrugged off her additional information. We thought, rightly so, that this information was important, since they weren't going to push tables together, and there were no tables with more than six chairs. (Customer Service violation number two: ignoring the customer) As the additional members of our troupe arrived, a six seater opened up and we were led to it by a different employee. When I asked her how our eight people (it turned out actually to be seven) she said we would have to wait and reiterated the "rule" about not pushing tables together. This new employee, who appeared to be in her early twenties, clearly was uninterested in our dilemma, punctuating her lack of assistance with eye-rolling, shoulder shrugging and rudely asking "What do you want me to do?". There's transgression number three - acting like your customer is nothing but a nuisance. I still hadn't lost it. I still wanted to eat there, so I suggested that we take two booths that were near the door, to which she responded that she didn't care what we did. Then I announced that I was eating there and started to leave.
The original hostess attempted (a day late and a dollar short) to salvage the situation, telling us we could wait even longer for a table "back there" (wherever that was). If "back there" was an option, why were we not offered it initially? To make matters worse, the younger employee began undercutting her older co-worker's peacemaking overture by repeatedly stating "they don't want to eat here".
But the story keeps getting better. Plan B was to drive down the road to a fast food joint. We ordered our food at a kiosk, which came out fairly quickly. Most of it anyway. A few items, including one complete meal for one of the kids, was not there, but we were assured that "they were making it" and would be out soon. (One of these items were cookies, which I'm reasonably sure they didn't make there). After most of our first round of food was consumed, one of us went up to the counter to inquire about the rest of our order. Again, assured that "they were making it". This clerk was encouraged to go check in the back to see what was taking it so long. Nope, it wasn't still being made, it had been bagged up incorrectly and given to another customer! Yes, mistakes happen, but before you give a customer a stock answer, confirm that what you're saying is in fact the correct answer. No rudeness, just incompetence and probably lack of training.
Despite it all, it was still a pleasant outing with out of town family.
No comments:
Post a Comment