Heard yesterday about Drysdales 2007 plans for training in Hospitality down the Huon. They are piloting some great training sessions targetting, amongst others, small business owners & operators, like B & B's, cafes etc who maybe employ only one or two casual staff. This will hopefully address some of those parochialistic issues I'm sure we've all come up against at one time or another.
Obviously from my last blog about the fabulousness of my Channel trip on Monday, I'm not claiming that the Huon is the place to go for a crappy hospitality experience, but I think there IS a fine balance of both there.
When I've been on the receiving end of poor service that has varied from utter indifference to outright offensive rudeness, I've looked at what I might be able do to improve this, as well as the usual whinging to anyone in my radius.
In my thought processes, it usually comes back to communication and training. I know we've had blogging conversations about this before, so I'm not going to get long-winded here, but I am really pleased to see Drysdale getting "down and dirty", pulling up their sleeves and getting in there for the potential betterment of, particularly, hospitality service delivery in this area. A lot of mixed metaphors there, but you get the idea. I myself have't been able to do anything about it, but they sure are giving it a bloody good try.
Good on yer Drysdale!
Friday, 16 February 2007
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3 comments:
Rita
earlier I left a comment on gobbler about how those that are crap at customer service should perhaps be told that...does that ever happen, do you think? - students taken aside amd told 'you're not really cut out for this' or do they have to figure it out for themselves//
Lets not get to excited, Drysdale also work closley with Wrest Point, the worst hospitality service in the state!
Kitty - I love your idea that it should be OK to take someone aside & question them about their attitude or service standards. I don't think it DOES happen, but it SHOULD!
I have suggested a short course on exactly this to a high school principal this week following similar comments made to me by a local employer who was happy to have students from that high school in his retail business on work experience, but fed up with having to continually point out the most basic and elementary things to the students, like the simple matter of smiling at your customers.
Anon - as I haven't been to Wrest Point for about 4 or 5 years, can't comment on the service there, but I'm thinking that maybe it might be more of a management issue than a TAFE training issue? As Gobbler said recently, generally for eating out, you tend to avoid those corporates like the plague!
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