OT: Customer Service [in General]

[918ReefCpl]

Whats up recently with the rash of poor customer service lately?

We ate at Garduno's (by UofPhx Stadium) and our waiter seemed disinterested in waiting on us and the "bus-boy" was much more attentive and gave better service than the person whom was supposed to be waiting on our table.

Went to ElPaso BBQ and while the server was cordial, since we didnt go for any "up-sale" items, the service was "matter of fact" - food was excellent though.

The worst for last was going to Whata-burger for dinner and when my wife unwrapped her hamburger, she got a 'bonus" item in the form of a thick black hair (the wife has reddish blonde hair)... Brought this up to the Mgr on duty and at least we got her burger remade but no apology or "Make it right" offer. Even went so far as to call the 800 # but as of today no reply back from them...

 

[Army67's_Lady]

Yeah...I know what you mean...

Mike and I have a favorite Waffle House that we go to all of the time, but the other night we were dissapointed to find that our waitress only visited our table three times. She ordered our drinks and food at the same time, dropped off our food, then slipped the check on the table without even saying a word to us.

It sucks when someone whose most important job is customer service forgets to take care of their customers. And I have worked in retail and I've worked in food...I was never rude to customers...you can't be because it's the biggest part of your job...I just don't get it.

 

[JMCAquarium]

As a person of the trade I think I can answer your question or at least help understand why this time of year the customer service lacks so much.. By no means do I condone poor customer service especially when it was my fault or the fault of my cooks/servers. But, this time of the year the common cold is a killer for those of us that work in the food industry. If memory serves the common cold latest anywhere from 5-7 days, day three, four ,and five usually are the worst and any respectable manager will not allow there employee to work during this time. At a normal job maybe you can keep working and be ok just passing the bug onto your fellow co-workers but when working with food one must be extra careful. For example my crew is not allowed to work when sick and what I mean by sick is as follows draining eyes, leaky nose, coughing, sneezing, diarrhea, vomiting and lastly anything that can be transferred to others such as a cold, pink eye, and any type of major rashes and the such. You cannot bring in temporary workers to do the work as they will have no idea what to do and will have to babied all day at that rate it would faster for someone else to try and pick up the slack.
Back to the question when short handed it puts a lot of stress on the workers. But, I’ve always told my crew if short handed basically kiss *** as much as possible and 95% of the time the customers will not notice much or forgive the lacking service. Why they treat their customers like crap is beyond me cause their tips will reflect this.
As far as the managers go some of them get such big heads while in there roles they forget that the customer is the one that keeps them in there nice job. I have no problem reminding them of this on the few occasions it has happened to me personally. A lot of the “managers” in the fast food places and some restaurants for that matter have never been in a leadership role before and it goes to there head and they treat there underlings like crap and it spreads to all that interact with them even customers.
It’s shameful having worked in the food service since the age of 12 I have seen things that would shock the average person that goes on behind those walls.
Also, those fancy $30-50 a plate places that some of you eat at are all in the same boat just because you don’t see it or the evidence that it happened doesn’t mean it doesn’t.

(I wrote this at work while cooking for 80 employee's so if it's alittle jumbled up that would be my bad was adding to it inbetween timers going off)

HAPPY EATING !!!!! :rolleye1:

 

[Rayman380]

<a href=showthread.php?s=&postid=11987398#post11987398 target=_blank>Originally posted</a> by JMCAquarium
(I wrote this at work while cooking for 80 employee's so if it's alittle jumbled up that would be my bad was adding to it inbetween timers going off)

HAPPY EATING !!!!! :rolleye1:

A computer in the kitchen, cooking and surfing the net... talk about multi tasking!

 

[psimitry]

Re: OT: Customer Service [in General]

As someone who works in customer service, I do have to jump up and defend people a bit sometimes. I certainly don't condone bad service, but I also don't condone the sense of entitlement people have these days simply because they are customers. Your experience at Garduno's and Elpaso was a bit of a bummer. But this bit caught my eye:

<a href=showthread.php?s=&postid=11986704#post11986704 target=_blank>Originally posted</a> by 918ReefCpl
Brought this up to the Mgr on duty and at least we got her burger remade but no apology or "Make it right" offer. Even went so far as to call the 800 # but as of today no reply back from them...

As far as I'm concerned, the manager DID make it right. Granted, an apology should have been offered, but why should you gain more than what you paid for just because you were initially given a substandard product that was not given maliciously with intent?

Basically, you got (eventually) what you paid for. You ordered a sandwich, it was substandard, you brought it up to the manager, you got a new sandwich. End of transaction. The manager is under no obligation to offer you anything "for your troubles" or whatever and it REALLY bugs me that that sort of thing has come to be expected.

 

[Ron1955]

Well another point in hand not to condone poor service is the fact that most of those people dont make enough to make them even think twice about caring if they are good customer service reps. That idustry food speaking is mostly underpaid and jobs that most of us would not last in at all but they do it and yes it would be nice to get that great service but in todays fast paced underpaid food industry it just isnt there anymore and most likely wont be getting any better in the future with the wobbly economy.

 

[Philwd]

We've had some less attention lately at our fav digs too but it was clear they had staff out sick. The servers were still friendly just running around like chickens.

 

[Army67's_Lady]

Although I know and understand that being short handed can really screw up your day, on that particular experience I mentioned above, they were not at all short handed. There were three waitresses and one cook and only two couples dining at the time. The cook was more aware of us then our waitress. I'm not expecting her to be jonny on the spot so much as I would expect her to greet us and ask us how our food is and make sure we are having a pleasent experience. I don't know...it just felt really dismissive...like she felt we weren't worth her time...

 

[Chorethorious]

Well, I guess my question is this: Are you going to eat.. or to be treated like royalty?

By that I mean is it too hard for you to speak up. People aren't mind readers, and if they are, they sure do hide it well. Whether or not you were being dismissed, if a need isn't being met speak up. Ask the waitress: Is something wrong, because we've not gotten a refill on are drink in 10 minutes.

Its easy to expect the treatment and when it doesn't happen to chalk it up as someone being rude. As stated above, they could have an illness. I find that I get wicked headaches at work and its hard to do much. I try to be as customer centric as possible, but its hard. Now, if someone is sick and really should be at home, what about the hours needed to pay the bills.

I dunno, sorry you had crappy service, but calling someone after-the-fact doesn't fix the issue on the spot. Some people just don't realize the behavior till its brought up.

 

[Kentanner11]

One thing to keep in mind is most of the snow-birds are leaving so it will be getting even more slow (business wise). Here in Tucson it has been extremely slow, and people are not tipping as well.

 

[918ReefCpl]

JMC- we can completely appreciate your comments about both the heath of your staff and safety of the community - that is to be commended. When your short staffed the rest of the staff has to double up and perform extra duties to make the 'show go on' & no one should be criticized for slow service/performance during that time. In fact they should be appreciated for going the extra mile so you dont notice it at all...

Psimitry - We were not looking for a handout or anything like that - granted the burger was remade (?), but not even an apology from the on-duty Mgr or their Supervisor after a call to their 800#. Thats all we were looking for, nothing more. If we had wanted to make a big deal out of it, a call over to DHS (Dept of Health Services) could have been made. The customer after us, blew a gasket over his meal and made a scene (all because he got the wrong flavor shake). Plus the resturant wasnt short handed - 4 staff & 2 supervisors for a total of 3 customers.

Ron - we agree that the food industry is underpaid and make it a point to reward/appreciate outstanding service, either in a higher tip and/or a letter to their company.

Chorethorious- we certainly do not expect to be treated as royalty but basic customer service is still expected. Everyone has had a bad day at some point in their live's & in my industry, when we are called out to assist them it is usually one of the WORST day's of their lives. I have fielded phone calls from customers from everything starting with a crewmember's shirt was untucked to blatant rudeness or even quality of care issues. Every one of those customers received a call back, an answer to their questions and if warranted an apology including feedback after their concerns were addressed. Plus, your exactly right "calling someone after-the-fact doesn't fix the issue on the spot. Some people just don't realize the behavior till its brought up." BUT, once it is brought up it should be addressed promptly and proper feedback given to the customer.

 

[Fliger]

Ask anyone who's moved to Phx from a major city and restaurant customer service here is some of the worst of most major cities. Most local restaurant owners will tell you that CS is an afterthought here, whereas its the cornerstone of most good restaurants in most major cities. OTOH, Tucson typically has much better service. Its changed a lot in the 6 years I've been here (for the better). Most people in the industry kind of joke that CS is bad here, because most customers aren't used to having good service, so its not expected. Plus in general most Phoenicians are notoriously bad tippers. :lol: Find some good LOCAL restaurants you like, with good service, and stick with them.

But you HAVE to tell managers of your experience. And if you get no love, go higher. Most owners don't want a poor wait staff, often times they just don't know. And if someone gets fired, good for them. Everyone should be happy doing what they enjoy. Poor service always amazes me though - they're base pay is small, and they make most their money on tips.

But owners generally want to know - one unhappy customer will tell several friends - yet it takes several good trips for a customer to tell just one friend. And support your local restaurants - there are some really good ones popping up all over the valley! I'd rather comp someone an entree for an unacceptable experience (food or service), and explain the situation - than have them go out and tell their friends not to visit!

 

[Philwd]

Sooo Fliger. When are you going to show us how it's done??

 

[JMCAquarium]

Here's an example for you folks happened to me just last night when I opened at 12am-1:30am for the employee's to come down and eat. I work at a Hospital
Menu Items were:
Pasta Fagioli (soup)
Pepperoni calzones/ marinara
Beef chimmies /full dress (including hand made salsa)
Scalloped potatoes with and ham and cheddar cheese
Oven Roasted Teriyaki chicken
Roasted Red potatoes
Spanish rice
Butter corn
Full salad bar fresh made
Full sandwich bar fresh made
Fresh made cookies

I made all this by hand (except chimmies and calzones cause I can’t work miracles) All is going great people coming down eating getting plates of food and sometimes come back for seconds. Around 12:40 a patients GF comes down, I can see she’s having it rough cause she was like looking crap. So I offered my assistance leaving my perch at the register to help her I run down the menu “no, I don’t like any of that” I show her the salad bar and sandwich bar “ no I want something good to eat” …..I tell her the soup “ don’t you dam people have anything good to eat !!” Now for those of you who have met me I’m 6’0 tall 280 pounds and she was all of 5’2 and 125 pounds and I believe she noticed my aggravation in my face or maybe my face I went red I don’t know ( said nothing though) she grabbed a snack off the rack and stomped over to the register where I met her. She pops out her Visa card I inform her that I am unable to take plastic, cash only and tell her where the ATM is (20 feet away) “that is unbelievable everyone takes cards you should have a dam sign or something” I calmly got up and pointed to large yellow sign stating we do not take cards. At this point she says forget it and she left thankfully.
Around 1:05 about the time I start cleaning things she pops up right behind me I almost step on her. She asked me if I could get her some chicken and potatoes still alittle cocky but not as bad as she was I said sure being friendly and happy as though I’ve never met her before got her the food this time she had a $20 and away she went. At 1:25 right before I closed she came back down yet again walked right up to me so close in fact I had to look down at her. She apologized for being rude told me I made good chicken explained the short story (BF and her were in bad wreck she came out ok but BF in ICU) and with a sad look on her face she left.
I kept my cool (thanks to my mother (RIP) whom always told me to keep calm and help even if you think they don’t deserve it and it will be returned to 10X) and as it turns out she was having a very bad day and just needed someone to vent on. In the end I’m glad I was there for her as I’m sure it helped her cope some with her dreadful situation.

 

[JMCAquarium]

<a href=showthread.php?s=&postid=11989037#post11989037 target=_blank>Originally posted</a> by Rayman380
A computer in the kitchen, cooking and surfing the net... talk about multi tasking!

I've been doing this for 12 years...cooking for 80 poeple is a cake walk in this kitchen

I'm also the supervisor so I have a comp in my office another plus :rolleye1:

 

[JMCAquarium]

<a href=showthread.php?s=&postid=11990585#post11990585 target=_blank>Originally posted</a> by 918ReefCpl
JMC- we can completely appreciate your comments about both the heath of your staff and safety of the community - that is to be commended. When your short staffed the rest of the staff has to double up and perform extra duties to make the 'show go on' & no one should be criticized for slow service/performance during that time. In fact they should be appreciated for going the extra mile so you dont notice it at all...

I agree the staff should try the best they can to make it seem as though they are not short handed. But, on the other hand if you force or over exert your crew they will soon drop out of the race completely.
An old saying “slow and steady will win the race” Well in this case that may work better then flying like the jack rabbit. Serving is both a mental and physical job it is very tough and the burn out rate or turn over is very high because of that.
If the crew if forced to make up slack from someone else not being there then they will start to forget orders, forget to refill drinks , they will not have time to calm, cool ,collected and courteous to the customers as they will have to bust hump to the next table.

IMO , I would rather have a slow “er” server then one that flings my plate of food down runs away only to come back with the bill never offering me desert or anything of the sort.
If it ever arised with my crew you bet your boots I’ve got my apron on and I’m out on the front lines serving food, plating food, garnishing, topping off drinks, bussing tables, and small talking with whom ever looks grumpy or upset. It’s part of the job and no one even the owner is above that.

 

[JMCAquarium]

As far as the not making good money things goes. Yes, you don't have the knowledge you don't get the pay just like anywhere else.

 

[elzool]

918ReefCpl - PMd about Gardunos

JMCAquarium - Jonathan, thank you for taking the brunt of her bad day and not returning the favor. I'm sure she'll remember you longer than you can imagine.

Fliger - When you open up, will you do deliveries out here? C'mon... if you're taking your Mom out west anyway, just pack something up for me. I'll meet you off I-10


We(me, wife, 4 year old and 84 year old father) eat out more than we should and I'm constantly surprised by how good the service is at most places on a regular basis. Sometimes there is some slacking here and there and sometimes things get downright screwed up, but it seems to be few and far between. At least the places that are slacking the most are consistent with their behavior so we know what to expect. If we didn't like the food, we wouldn't go back.

 

[30reef]

<a href=showthread.php?s=&postid=11990677#post11990677 target=_blank>Originally posted</a> by Fliger
Ask anyone who's moved to Phx from a major city and restaurant customer service here is some of the worst of most major cities. Most local restaurant owners will tell you that CS is an afterthought here, whereas its the cornerstone of most good restaurants in most major cities. OTOH, Tucson typically has much better service. Its changed a lot in the 6 years I've been here (for the better). Most people in the industry kind of joke that CS is bad here, because most customers aren't used to having good service, so its not expected. Plus in general most Phoenicians are notoriously bad tippers. :lol: Find some good LOCAL restaurants you like, with good service, and stick with them.

But you HAVE to tell managers of your experience. And if you get no love, go higher. Most owners don't want a poor wait staff, often times they just don't know. And if someone gets fired, good for them. Everyone should be happy doing what they enjoy. Poor service always amazes me though - they're base pay is small, and they make most their money on tips.

But owners generally want to know - one unhappy customer will tell several friends - yet it takes several good trips for a customer to tell just one friend. And support your local restaurants - there are some really good ones popping up all over the valley! I'd rather comp someone an entree for an unacceptable experience (food or service), and explain the situation - than have them go out and tell their friends not to visit!

You got it. I'm from the OC and I gotta say that the customer service here in Phoenix stinks. Not just at restaurants but for everything. Workers just don't give a rat's arse about anything but themselves. I believe that most are a product of their environment. The owners treat the workers like they are totally replaceable at any time and pay them next to nothing and expect them to work at 200% all of the time. I know Phoenix is not known for it's high wages but if the common person made a little more and had some decent benefits, maybe their attitude would improve.

My wife and I very rarely go out to eat anymore due to the poor service. Whenever this happens, I don't bother complaining or telling everyone, I just don't go back. The service protocall at any business should already be in place and the employees should have the proper traing necessary to perform their basic job duties the first time. It's not my job to have to complain to the manager when the service gets botched up or the attitude is poor. It's an Arizona thing.

 

[Chorethorious]

I guess all I was trying to say is to handle the problem at the lowest level. Let the waiter/waitress know you expect more in a manner that is appreciated. If you still get nothing, go to the manager. I don't believe calling corporate gets you anything anymore. Maybe you'll get some coupons in the mail, but you're lucky if you do. I don't believe anyone should be rude or unpleasant in the service industry, but it happens. Having a bad day or bringing problems to work is a common thing anymore.

I think I've just excepted the fact and understand what I'm in for when my wife and I go out to eat. When we get GOOD or even GREAT service, we tip accordingly. But, if we get bad service we tend to be very informative and the tip reflects it.