Pet Peeves aka Those Things Those Places Should Stop Doing

Posted on September 30, 2009 Written by 3 Comments

In the past few blogs, I’ve reviewed a pub and an optometry clinic (check below) and it really had me thinking about things I hate when it comes to customer service.  For every great experience, there’s eleven that weren’t.  This week, I’d like to share two pet peeves of mine and I invite you to share yours as well.  Something you notice that really pisses you off.  That’s right, this week is all about caring and sharing.

Pet Peeve #1 – Clearing my plate
I worked in restaurants for almost a decade before I realized this was a problem.  I did it.  My managers trained me to do it.  That doesn’t make it any more correct.

Plates should not be cleared until everyone at the table is done eating.

OF COURSE there are exceptions.  If it’s a table of 20 and that one molasses-eater is holding up the rest of the table, by all means, clear the table so no one else suffers.  However, if there are two people eating, maybe on a date, don’t clear one’s plate so the other is eating alone.  Yeah, yeah, turn and burn.  I know how restaurants are built more for getting people in and out rather than their experience but guess what, the table will like you (bigger tip) if they don’t feel part of the conveyor belt (bigger tip) and it seems like you want them there (bigger tip).

*I’ve repeatedly told servers to leave my plate alone while I wait for the rest of my table to finish.  Try it.  The server will look like a deer caught it headlights.

Pet Peeve #2 – Texting in the workplace
I once went with my father, a man with the patience of…a person with little patience, to a department store to pick up a repaired watch.  We must have stood there for 5 minutes with no one at the counter.  We looked high and low and straight across but nobody.  Finally, my dad looked over the counter to see a teensomething crouched down and texting (I’m not here to be a teen-hater but if the Iphone fits…).

I’ve worked  in restaurants where waiters would duck down in the wait-station to answer the phone or text their friends.  TECHNOLOGY STAYS IN YOUR BAG.  Sorry to break your self-entitlement bubble texters, but you’re not important enough to be on constant standby.  The world (aka your friends) will be just fine while you “work”.  Employers should not allow staff to have their phones at work and if employees have a problem with that…well it’s a tough economy and other people would really like that job…

Sorry, I’m a hard ass today but these are my pet peeves.

Check out these sites on customer service:

thelittlepiggy – Victoria restaurant reviews.

telloscar – a Canadian forum on good/bad customer service.

www.sbinfocanada.about.com/od/customerservice/a/custservrules – blog on “8 Rules for Good Customer Service”.

Pet Peeves aka Those Things Those Places Should Stop DoingSo what are your pet peeves?  Comment, critique and complain below.

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Good Service Can Come from Anywhere

Posted on September 23, 2009 Written by 8 Comments

When I started this blog on customer service, I stressed that it wouldn’t be only about restaurants.  So, tada!  A review of the Inner Harbour Optometry Clinic.  Didn’t see that one coming did you?  The set up is really not much different than your average doctor’s office:  a few scattered non-descript chairs against the walls, piles of People magazines from 2005 (I hope Jennifer Aniston and Brad Pitt make it!), and paintings a step up from what you’d find in a “no-tell” motel.

I had had my eyes tested for glasses about a year ago at this office and could vaguely remember anything about the experience.  I remembered it wasn’t bad so I decided to give it a shot for a new set of contact lenses.

The Order:
Honestly, what do you really expect from an optometry clinic?  A clipboard to fill out and a bit of mumbling followed by a really long wait.  Thankfully all I need to do was order some contacts.  I went twice, the first time to ask about getting a prescription and the second to order the product.  Two visits, two different receptionists (order takers, file jockeys, bookkeepers…I don’t know the PC label), two different experiences?

The Service:
 The first woman was great.  Eye contact, courteous, smiled.  And, when I told her I didn’t have the prescription, she gave me options on how to get the information.  I wasn’t an idiot for not being prepared, just a guy who had questions and she had answers.  We even laughed about how some clinics are gun-shy about giving information over the phone.  Oh those silly, uncooperative clinics…AND, for you over 55 year olds reading this, she had tattoos up and down her arms.  Did the ink somehow seep into her arteries and interfere with her ability to interact with me as a human being?  I SAY SHE DID NOT SIR.  She was accommodating, body ink and all.

Second visit, I brought one container for a one-eye prescription.  I know this doesn’t give the full vision info but I was willing to give it a shot.  My fault if it didn’t work.  Receptionist #2 was fantastic as well.   She even sounded like she felt bad for asking me to pay half now before I received the rest of the order.  She was quite busy with phone calls and other patients but she was obviously making an effort to focus on me, the first guy there.  Two visits, two happy departures.

The Tip:
Something I appreciate is acknowledgement.  You don’t have to serve me right now.  I can see that your busy but, come on, you know I’m standing here.  Just nod, smile and say you’ll be with me in a minute.  I’m willing to wait longer with less anger with a little acknowledgement.

The Conclusion:

moz screenshot Good Service Can Come from Anywhere Good Service Can Come from Anywhere Good Service Can Come from Anywhere Good Service Can Come from Anywhere Good Service Can Come from Anywhere
Going steady – This could be the beginning of something major.  I was acknowledged right away.  The service was consistent from one receptionist to the next.  I got what I wanted and, when I didn’t have everything for my order, they gave me alternatives and options.  GOLD!  I’d come back even if I wasn’t blind.  Hell, poke me in the eye with a stick now, I’ll go tomorrow.


Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call -   If I don’t have anything else better going on, I’ll stop by. 
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

*Visit “Rating the Upsell” for a better description.

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Never There When You Need Them

Posted on September 15, 2009 Written by 6 Comments

I’m a sucker for wings.  OOooooh the sweet choice of honey garlic or whiskey bbq will get my brain salivating.  So when my buddy Jason offered up a wing night at the Fernwood Pub, the answer was pretty much a lock.

On a Wednesday night, the place was steady but not completely full.  I noticed a bartender and maybe four waitresses.  We quickly sat ourselves and immediately knew who our server was.  She was the one running around with her head down, serving (as far as I could see) four tables and a party of eight.

The Order:
She was good to start.  The waitress made sure she acknowledged us and told us she’d be with us in a minute.  Well that minute turned into 5 which, to be fair, isn’t a long time…it just felt like it.  I was thirsty.  When she did take our drink order she was great.  Charming, cute, little small talk…aaaand she was off.  I’m not really sure what was keeping her so busy but apparently she was.  The drinks came soon enough and the wings weren’t too far behind.

The Delivery:
Just one little pet peeve of mine (our Fernwood Pub employee was guilty of this) is when servers drop off drinks/food and don’t make eye contact.  This isn’t a diner.  Your name isn’t Flo.  I don’t care if it’s a guy or a girl or how busy you are; make some connection with the table even for a second.  This subtle move will make the experience more personal aka bigger tip.

The Service:
As a server, when she took the order and delivered the drinks, she was spot on.  As I mentioned, she was what I want from a server in a pub – friendly, some personality, knew booze was important.  However, Jason had ordered hot wings which weren’t especially hot.  Hot is subjective so erring on the side of mild is usually a wise choice but, when Jason went to ask for more hot sauce…no waitress.  Oh we could see her, talking to the other servers in casual conversation.  Just not in or aware of her section.

THIS is where the quality check comes in.  Make sure we’re good – drinks/food are “A OK,” and then you can play the game, “who can talk the most” with your friends.  Of course she came back when she could see my drink was empty but that’s secondary to the quality check.  It’s not always about just getting the bill higher.  Sorry bar managers.  It’s true.

The Conclusion:
Never There When You Need Them Never There When You Need Them Never There When You Need Them

2nd Date for the Fernwood Pub service.  The wings, the server, the atmosphere – good all around.  I would just suggest the server connect with her tables and make herself more available.  If I got all this, I’d be asking the pub to go steady.


Service Rating System:

Friend Zone - I just don’t like you in “that way.”
Booty Call -   If I don’t have anything else better going on, I’ll stop by. 
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

*Visit “Rating the Upsell” for a better description.

Filed Under: My Reviews Tagged: , , , , , ,