Series of Missed Customer Service Experience Opportunities

They totally missed it!  They missed the opportunity to make our customer service experience a relaxing and carefree experience.  It happened at lunch the other day to me and my friend who was in town on business.   We went to a restaurant that is typically busy so we arrived late in the day to avoid any crowds.  Our experience was a series of missed customer service opportunities throughout the meal.   As a Customer Relationship Consultant, I am always in tune to the customer service experience and this day was no exception. 

It began with two special orders that we placed with our server.  He wrote these requests down and made it clear that he understood what we wanted.  The order gets delivered by someone else.  When the server comes to check on the order, we let him know that both of our orders didn’t reflect our requests.  He looks at the plates with a disappointing look and sweeps them away.  He delivers the special requests a few minutes later with his apologies and lets us know his manager is going to come out and “talk” to us.  It sounded more like a threat than an attempt to smooth over the mishap.  The manager comes out and gives a weak apology.  Missed Customer Service Opportunity #1:  He wasn’t really interested in explaining what happened to our orders or whether it was an inconvenience.

So I ask myself, who was ultimately responsible for the order, the one delivering it or the server.  The server showed his disappointment and made us think it was the one delivering the order who was at fault.  The restaurant is not busy and they have time to make sure orders get out correctly.  Where is the quality control that I see on “Hells Kitchen”?  Restaurants can’t afford to get it wrong these days. 

Shortly after the entrees were delivered, our order for French fries made it to the table.  Anyone looking at the plate of fries would have noticed that they were overly salted.  We were busy talking so we didn’t notice at first.  After a few bites, we both began to feel the burn in our lips from the salt.  Frustrated that they don’t really care, we just didn’t eat them.   Missed Customer Service Opportunity #2:  The server never came back to check on the quality of the French fries.  Worse yet, he should have seen that they were overly salted.

We finish our meals and I request a doggie bag for my leftovers.  The server brings out a container and bag.  I asked my friend, why don’t they bag the leftovers anymore?  I noticed that this is a service they no longer provide at many restaurants.  Are they concerned about contaminating my food?  They just served my meal so I don’t think that’s the case.  Are they too busy?  Missed Customer Service Opportunity #3:  Please, someone tell me why this little act of service is beneath them now.   

Okay, you get my drift.  Let’s step up the customer service experience for our customers.  As a business owner, take a closer look at the customer service experience at your establishment.  Get the little things right so that they don’t turn into big things.  Oh, by the way, you can see my post about this service experience on Yelp.com.

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