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Answer Upon - Customer Service Flops at a Restaurant: When Something Was So Going Well, Why Change It?
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**Sigh**
Okay, back to Customer Service Flops at a Restaurant!
On a Saturday, I wanted to get out of the house to do some writing, to get a change of atmosphere and to perhaps be inspired by different surroundings.
I headed to Borders Books, but they didn’t have enough tables; all were taken. (They’ve had room for more tables for a few years, but haven’t figured that out yet! Or maybe they have, but they don’t want more tables to clean.)
So I went to a place called Corner Bakery. This is an old-fashioned-inspired place owned by a local chain of restaurants. While the other restaurants owned by the chain are sit-down places, Corner Bakery is a walk-up style restaurant where you order your food at a counter, pay for it, and then take it to your table. All they keep on the tables is salt and pepper, so customers have to get everything else they need from a service area. The service area has ice, a soda machine, iced tea, water, napkins, cutlery, sugar, milk, and anything else you would need (except, of course, for salt and pepper, because, as I said, that’s all you find on their tables).
I asked the woman taking my order if they served their tea in pots, and she replied that she didn’t know what I meant. So I asked another employee, who said they did not have teapots. (Border’s does!) They knew I was there for here (not to go), but my tea was served in a take-out cup. I also ordered something to eat. They handed everything to me over the cash register. I set it down while I put my change back into my wallet, and then I looked around for a tray. (I recalled using a tray every other time I was there.) I didn’t see any trays.
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**Sigh**
Okay, back to Customer Service Flops at a Restaurant!
On a Saturday, I wanted to get out of the house to do some writing, to get a change of atmosphere and to perhaps be inspired by different surroundings.
I headed to Borders Books, but they didn’t have enough tables; all were taken. (They’ve had room for more tables for a few years, but haven’t figured that out yet! Or maybe they have, but they don’t want more tables to clean.)
So I went to a place called Corner Bakery. This is an old-fashioned-inspired place owned by a local chain of restaurants. While the other restaurants owned by the chain are sit-down places, Corner Bakery is a walk-up style restaurant where you order your food at a counter, pay for it, and then take it to your table. All they keep on the tables is salt and pepper, so customers have to get everything else they need from a service area. The service area has ice, a soda machine, iced tea, water, napkins, cutlery, sugar, milk, and anything else you would need (except, of course, for salt and pepper, because, as I said, that’s all you find on their tables).
I asked the woman taking my order if they served their tea in pots, and she replied that she didn’t know what I meant. So I asked another employee, who said they did not have teapots. (Border’s does!) They knew I was there for here (not to go), but my tea was served in a take-out cup. I also ordered something to eat. They handed everything to me over the cash register. I set it down while I put my change back into my wallet, and then I looked around for a tray. (I recalled using a tray every other time I was there.) I didn’t see any trays.
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So I went to a place called Corner Bakery. This is an old-fashioned-inspired place owned by a local chain of restaurants. While the other restaurants owned by the chain are sit-down places, Corner Bakery is a walk-up style restaurant where you order your food at a counter, pay for it, and then take it to your table. All they keep on the tables is salt and pepper, so customers have to get everything else they need from a service area. The service area has ice, a soda machine, iced tea, water, napkins, cutlery, sugar, milk, and anything else you would need (except, of course, for salt and pepper, because, as I said, that’s all you find on their tables).
I asked the woman taking my order if they served their tea in pots, and she replied that she didn’t know what I meant. So I asked another employee, who said they did not have teapots. (Border’s does!) They knew I was there for here (not to go), but my tea was served in a take-out cup. I also ordered something to eat. They handed everything to me over the cash register. I set it down while I put my change back into my wallet, and then I looked around for a tray. (I recalled using a tray every other time I was there.) I didn’t see any trays.
<There are more and more demands being made of front line team members, and sometimes the pressure can be heard by your customer. As the leader of a customer facing team you must be aware of what is going on with your team members - how to best support them, develop their skills and handle some tough situations. Building a strong customer service team is no easy feat. Here are some suggestions for building and strengthening your team:Hire the right people Decide up front what skills, strengths and personality you want on the team. The team creates its own culture based on your leaders
I asked the woman taking my order if they served their tea in pots, and she replied that she didn’t know what I meant. So I asked another employee, who said they did not have teapots. (Border’s does!) They knew I was there for here (not to go), but my tea was served in a take-out cup. I also ordered something to eat. They handed everything to me over the cash register. I set it down while I put my change back into my wallet, and then I looked around for a tray. (I recalled using a tray every other time I was there.) I didn’t see any trays.
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So I asked the two employees behind the counter if they had any trays. They both said no. Hmm. What happened to the trays? Well, one employee said, when they remodeled the kitchen and ordering area, they got rid of the trays.
So I had to pick up the items I purchased, bring them to a table, then go back to the service area to get flatware, napkins, etc., and bring that back to the table.
Being a tea person who likes to have her tea just so, next, I brought my take-out tea cup to the service area for milk and sugar. After pouring some milk in the cup and breaking open a sugar packet, I deposited the used sugar packet in the garbage slot conveniently located on the counter of the service area (just like Starbucks!). Then I grabbed a spoon, stirred the tea, and looked for a basket or container to place the used spoon. I didn’t find any such container, so I shrugged my shoulders (in my mind, anyway) and left the spoon on the counter of the service area (not like Starbucks!).
Then it was back to the table again. After a couple minutes I realized that the tea was still extremely hot, and I wanted a spoon. (Of course! I should have carried that spoon back to the table with me!). As I got up from the table to go back to the service area, my hip hit the table, spilling sugary tea on the table and on the pen with which I’m writing. Great! So along with the spoon, I grabbed more napkins to clean up the mess.
A tray would have made the whole experience so much easier! What do people who dine at Corner Bakery do when they have their young children with them? Tote the kids back and forth between the front counter, their table, and the service area, carrying as much as they can hold, until they get everything they need?
So my message to Corner Bakery is: Make your customers’ lives easier when they come to your restaurant: b
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