Not sure How to title this classic experience...

So, you are telling me that you only have a short second to hear a customer tell you of a frustrating experience?

I honestly could not believe that I actually had to say that.

All I really wanted to share was that my family had waited nearly 15 minutes for someone to come greet us at the front door.

Now, I know that most people would have either left, or taken the time to go find somebody. But honestly, should WE really have to go find somebody. The whole point of going out to eat was to be served. However, we did move around the corner a little to catch the eye of anyone, just anyone. And, by the way, we waited because we had a $25 gift certificate.

Finally, another couple came in to dine and they too began to wait. This time, the guy nearly walked into the kitchen to get some attention.

When we were finally greeted, there was no acknowledgement at all that we had been waiting. Just the normal... "How many?"

But, this of course was just the beginning. We then sat at our table for another 5 minutes waiting for someone to come by and at least offer us water. All the while, staff circled all around us lighting candles and straighting silverware, or something.

When we finally had our server come to our table, the first thing out of their mouth was...

"We are all out of the prime rib and the number 2." The beauty was that it was delivered in this depressing, monotone voice as to say... "How are you doing tonight? We are so happy you are here!" Kind of eeyorish like. No need to say hello at that point. Just tell us you don't like to work here.

So, we left. We even considered giving our gift certifcate away to the couple that found the service for us.

On the way out, I grabbed a card and decided to call back from the car. And that's when I heard that I had a short second to share with the boss our experience.

So, where do I start? Again, I could take the time to point out what is wrong with this picture. But, I want to have some fun... I would like you to point out what is wrong with this picture and give some suggestions on how you would remedy it if you were in charge.

BTW, Three restaurants later, we finally settled down. It's so hard when you are in the service business. Your expectations are high. But, will you stick to them?

Thanks for letting me opine. Sometimes what is most learned is that from the form of real stories.

G!

Front Counters and the Success of Your Business

Well, after some time off and finally being able to retrieve my password for this site, I thought it was time to begin to write again.

With this...

Last night I got the urge. You know, the urge for a late night trip to fast food land. I thought, why not? I did get a gift card to McDonalds. (Which, by the way was my first gift card for McDonalds since the old days, with their paper gift certificates.)

As I say there waiting for my replacement order, watching Glenn Beck on the super size TVs, I noticed something really refreshing. As I took a breather from the TV, I looked over to the point of sale and saw something that was so profound...

It was clean and clear of clutter. Wow... It just felt so right and so NOT overwhelming. In this, I began to wonder if there was a coorelation to success by how clean and clear of clutter a businesses point of sale is? Or, for that matter... the guest services area.

Too often, they are just a plain mess as situation after situation leads employees to add to this evergrowing mountain of stuff. It can also show a lack of discipline with store presentation standards and could eventually lead to a real reflection to the moral of a location.

I mean, really... is it ok to come to work everyday in the midst of this? I got to wonder what the back room looks like?

Honestly, for a fast food place, and I do realize the stringent department of health requirements, it still was SO clean and it made feel comfortable.

For customer centric businesses, this is so critical. For, what type of message does this really send our customers? Or, for that matter, what if we call them guests instead? All the more reason to manage a tight ship to these expectations.

In the end, there may or may not be any coorealtion between the success of a business and how clean their front counters, guest services, and back rooms are. But, if it was up to me to decide... I'd say yes.

Of course, I could go on about how to motivate a staff to maintain such an experience. But, it really should go without saying. I think we all know. So, all I really have to say is...

Just do it.