Last night I had dinner at a little Italian restaurant up the street from where I live. The food is absolutely yummy. It was a slow Monday night with only a couple tables occupied. The sun was setting, the candles on the tables were glowing, and memories of dinners with family crossed my mind. I was in a relaxed mood.
There were two servers - both of them very young. As soon as I started eating, they both sat down in the booth behind me and I could hear their whole conversation...cursing and all.
Needless to say, it disturbed my dinner. I felt it was unprofessional.
Reminds of the many times I go to pay for something at the store and the cashier is having a conversation with a coworker about the details of their life. Customers don't really want to hear how you got drunk last night or how your boyfriend is cheating on you.
Please, leave the negative details of your life at home.
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Maria it all boils down to creating the customer experience and being sensitive to customers first. This was a result of poor management and the lack of customer service and customer sensitivity training.
It wouldn't matter if you only had one employee that employee needs to learn how to be sensitive to customer expectations, and the service environment they work in. No doubt, these were after school (high school) employees and had little clue about life beyond the $4.50 per hour they were making, but that is no excuse in the lack of judgment and preparedness by the management.
Studies have shown that over 98% of small businesses have no customer service policy and even less in training to the employee. This is the shameful side of western business. Most businesses that show customer professionalism do it by accident not by planning.
Posted by: Tim Whelan | May 23, 2006 9:20 PM | Permalink to Comment