My girlfriend and I went to a restaurant the other day and the service was really bad. As in, our waitress didn’t write down our order and had to revisit our table three times to get it right. And we didn’t get utensils—on any of the three visits, requiring yet a fourth. When our salads were on their way, I had had enough. I paid for our drinks and asked to talk to the manager. After he heard my complaints, he didn’t apologize. Instead, he said, “Well, you need to understand that a lot of people don’t tip.” He made an excuse for the bad service! My response: “You need to ask yourself if the bad tips are a result of bad service or if the bad service is a result of bad tips.”
Needless to say, I don’t plan on returning to that restaurant. But, it did make me think about the service experience. And about how each and every interaction should be fresh and new. Part of great service is approaching each customer interaction with a novel outlook. If the service experience turns sour, ask yourself, “What did I do to contribute to that outcome?” Take that lesson and apply it to your service fund of knowledge, readying yourself for the next interaction.
Why? Because the next customer is the next potential referral source. As such, service professionals should recommit themselves before any interaction to deliver better service than they delivered just prior. A self-challenge that will ultimately benefit their professional success—and that of their organization.
What do you think?
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Do you think continually challenging yourself to improve your service delivery will ultimately result in better, more consistent service?
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Have you ever been the customer right behind the customer who was not happy with their service? How were you treated immediately after that interaction?
Post your response--and check back for a reply!
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