My friend and co-author Nanci Sherman related this story and it has so many service lessons of what not to do I simply had to share it.
Thick as a Brick
Some people get to work by walking through a door. I believe that the company I am referring to below gets to work by crawling under a rock. Really. Wait until you read this. This company makes Scrooge look like Mother Teresa.
A girlfriend related this story to me: It was her nephew’s birthday and he liked the dessert special at a particular national chain that defines itself as a Brewhouse. Ten adults and one kid out to enjoy an evening. At the end of the meal, girlfriend told the server that she didn’t care for dessert but would enjoy a coffee.
Desserts arrived and with that, the check went on the table – not the classiest of moves, but… Girlfriend’s coffee didn’t arrive so when she reminded the server, his hand went to his head and he said, “Oh, I forgot but I didn’t include it on the bill so I need to bring you a new bill if you want coffee.” To her surprise he added, “It’s policy that we can’t give anything away or I’ll lose my job.” I could blog until 2014 on the unprofessionalism here, including use of the word “policy,” no apology, a new check on top of a meal well over $250.00, victimization on the part of employee and guest, lack of empowerment, ad nauseum. And who knows if he was just an untrained server or this was the company’s actual stance, but this Brewhouse left thousands of dollars on the table at that moment in terms of future business.
Upon reflection, the evening did not sit well with girlfriend. She found the company’s Customer Service email address online and wrote a letter that was factual and not as emotional as my tirade above. They forwarded the email to the local restaurant manager. Hmmm, wanted corporate office, got local reply.
And the reply from the local Restaurant Manager did not reference the policy issue about no free coffee (that cost them a nickel) and a secondary check, but how the server should never have forgotten the coffee – she blamed the server in lieu of an apology. After much barter, she offered to send a $20 certificate (again more cost than the coffee), but girlfriend and family shall never return. I believe there is an available domain name for this restaurant group, “Knuckleheads R Us.”
True service comes from the heart… and from there profits follow.
“Regardless of what you think you sell, you are selling happiness. We stand for ‘No Ordinary Moments.’ To be outstanding, you first must stand out.”™ – Nanci Sherman, The Hotel Whisperer
Wow, Holly! These folks, from corporate to the local manager, earned the Booby Prize bigtime! What a shame that young workers should be saddled with such huge roadblocks to becoming real and true service providers. Just having the ability to comp a 5 cent cup of coffee as a gesture of accepting and making amends for their mistake would grow their self-esteem so much. Not to mention creating loyal customers.
I have to tell you that my eye was drawn to your TEDx video – I HAD to watch it. Talk about the HEART of it! You meet such amazing people and then step up to learn their stories. Every single person does indeed have a story, don’t they. I think about your customer service lessons while working as a product demonstrator at Costco. Even though, I’m there to present a product and make a sale, I can’t help but just talk to people: I always salute the Vets, thank them for their service and ask where and when they served. I love seeing senior women dressed imaginatively and well – I always tell them “Wow! You’re stylin’today!” and get a big smile from them. I’m drawn to families with young children and love getting the kids to talk to me. So many of them can’t believe an adult other than their parents are talking to them – if they don’t want to try the dip I’m demostrating, would they just like the chip or the cracker?
Then again, sometimes it’s really hard to brush over the feelings of rejection that come when customers don’t even look at you or say anything, they just grab a sample and go, most with their faces averted. I’ve puzzled over this behavior a lot. Most times I think they just want the sample, not the spiel. Other times I think they’re ashamed because they’re not supposed to eating whatever I’m serving. The hardest part is examining my emotional reaction, getting over it and summoning up a smile for the next customer or as you so wisely say, Snapping Into It. Thank you, Holly!
Dear Patrice,
Thank you for writing such a thoughtful response. The balance between personal and not taking it personally is quite a dance. I know it isn’t personal because people don’t know you personally but that doesn’t take away the truth that it feels personal. Keep doing what you are doing because it truly does make a difference.
Warm regards,
Holly
Oh my. It’s very clear that the company could use your services on every level of their management! Perhaps your friend could include your business card with her response. 😉