Look, I don't want to be a whinger, but when, oh when are people who work in "customer service" jobs going to actually get the message about exactly what the job entails? Service means serving someone - maybe like a customer? Customers are those odd people who come in the door of your place of work! Do you remember them? They're the ones who, if they DON'T come in the door, mean that you're out of a job.
When I say 'serve' someone, I don't mean that you have to revert to the old days of bowing and scraping to them. Just something ordinary (and not too hard, I wouldn't have thought) like pleasantly asking what they would like. Providing them with information like what you might or might not have on your menu. Maybe, just maybe, even part with a smile? Nah - forget that suggestion! Don't let's push this!
Had a meeting over coffee at Jam Packed today. Talk about the charisma bypass operation our waitperson had obviously had! If she demonstrated the smallest amount of customer service, well I'll eat the menu next time I'm there! (I know I'm safe in saying that because I don't intend making it my regular haunt).
I'm not going to go on about the why's and wherefore's of what happened, but it was, quite frankly, farcical.
Fair suck of the sausage! If you don't want to be there - don't work in that field!
Rant over!
Wednesday, 14 May 2008
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10 comments:
Me likee this Rita!
That's the best bit of customer service I've had all day! Thanks Gobbler!
Question....whilst I know this last posting was in relation to a Coffee meeting - this brings to mind, where is the "in" place for an after work bevvie on a Friday night these days?
Interestingly enough, the talkback topic on the radio this morning was "when have you had bad customer service"? I didn't catch every comment as I was working at the time, but every single one I heard was about bad service in a restaurant, take away or cafe. Don't know whether I should have said interestingly or sadly.
Maybe tomorrow they should do good customer service. But I'm afraid the bad experience probably sticks in your mind just a bit more than the good.
On another topic altogether, we dined at Mojo last night. A mixed experience I must say. I've been thinking about it all day and have decided to just tell it how it was.
Firstly I really liked the decor, maybe a little biased as my friend designed it, but I WAS trying to be objective. They didn't use some of her lighting ideas though and this may have helped, especially around the bar area.
The service was pretty good. It was quite busy, and apparently this is always the case. I was impressed when I found out they are open Sunday for brunch, but I've forgotten the times. A website would be a real advantage I think.
So last night I had the most divine entree. The Mojo Tapas Plate,$17.50, which consisted of a more than good sized taste of the following:
Grilled Mushrooms with Prosciutto and Heidi Gruyere Cheese Fondue. This was wonderful, very rich but I enjoyed hloe heartedly.
Chilli Salt Calamari on Thai Salad with Lime and Palm Sugar Dressing.
This was a taste sensation. Perfectly cooked calamari with a noodle salad. Great flavours.
Peppered M/R Beef Bruschetta with Salsa Verde and Creamed Horseradish. Absolutely gorgeous.
Now for the mixed experience. For my second of two courses I ordered an entree size of Pumpkin and Goats Cheese Lasagne with Caramelised Onions, Pesto and Tomato Sugo,$14.50. The dish itself was really lovely, well the top layer and surrounding sauces anyway. What I didn't expect and had to double check that I was tasting and seeing correctly was the burnt bottom layer of my lasagne. Really baked up and brown.
I couldn't quite believe, after the high quality of the first dish, that this is what I'd received. It put me off quite a bit. I debated whether to mention this or not, but in the end just decided to leave the offending pieces, very conspicuously on the side of my plate, even some of the pumpkin was a yucky shade of brown
Even though the owner was at our table quite often and the waitress obviously saw what was left on my plate, nothing was said by either. I know I could have spoken up, but as I was with a group, and didn't want a downturn in mood I left it. I do hope they noticed though. It spoilt an experience that otherwise I was quite impressed with. The most fantastic tapas plate followed by this. I think this is why I feel so disappointed.
They have a great menu at very reasonable prices and everything else impressed me so much. Hopefully this was just an oversight. Then I start to think about how long the lasagne had been sitting there to become so brown on the bottom, and the pumpkin, and I worry.
I will try Mojo again, but I'm afraid two strikes and your'e out.
Hi Anon 4.57. I myself am not sure about the 'in' place for a Friday night bevvie these days. Maybe one of the readers can answer that?
I tend to drag myself home every Fri night and collapse in front of the tele with some takeaway, thinking 'thank god that's another week at work finished!'
I generally wouldn't have the energy for Friday night drinkies.
Having said that, I'm off out tomorrow (Friday) night - drinks then meal at Monty's!
Christina - I added your comments here about Mojo to the website Mojo entry.
Very interesting comments. I note you had my favourite meal there - the calamari. I hope management there see your comment about the lasagne and take it on board.
What do you think Rita, should I have spoken up on the night?
I pride myself on not saying behind someones back what I'm not prepared to say to their face.
I think it was more consideration for the rest of my group, I didn't want to make them uncomfortable, more than anything. But still I don't feel good about having a bit of a whinge now when I could have spoken then and there.
Fededback please.
That would be feedback.
Christina - I understand totally where you were coming from not speaking out at the time. I would have done exactly the same. You DO have to put the situation above what your own agendas might be - and you did that - to your credit.
The onus must return to the premises. There could be a few things they could do:
1. dismiss your complaint totally and brand you a troublemaker, or whinger
2. look at the lasagne and see if it was a one-off scenario and ensure it doesn't happen again (ie put in some kind of procedures which mean it couldn't happen again)
3. look at their training and see if there isn't something they could add to make sure each and every staff member can cope with situations like, maybe, food being left on a plate and the questioning follow-up of this
4. put their head in the sand and hope it'll all go away in a week or so
Let's hope that if they find out about this matter, they look at it in a positive way.
It has happened to us, Christina.
A dockside place served up some very ordinary grub when we were out with about a dozen mates.
Me and the missus kept quiet, not wishing to spoil the great night we were all having.
Next day I rang up and said what was wrong (politely) and was given an apology, a reason and the usual, ``when you're next in ask for me and I'll look after you etc''.
Later we learned most of us had a poor experience and another couple had phoned to complain as well.
Burnt seafood, gritty mussels and rubber calamari were the order of the day.
We kicked on from there and had a great night anyway.
Nowadays I think if it was just mediocre food I'd wear it, but lousy stuff...no I'd probably say something.
It's a tough call.
Thankyou Rita and Sir Grumpy for your input.
This time I think I'll just let it slide. I'd like to return to Mojo as everything else was so great, so I'll see if they can convince me that it was a one off experience.
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