Pet Peeves Round 2 aka STOP IT ALREADY

I can’t believe I’ve been doing this blog for about four months already.  In that time, I’ve reviewed ferries, restaurants, optometry clinics and pharmacies.  In that time, I’ve received feedback from my readers and one response from a company.  I have to give kudos to London Drugs for not only acknowledging my comments but also working to correct them, at least that’s what they told me.  Customer service is a dying art when it really shouldn’t be.

For this, my year ender, I thought I’d return to naming a few of my pet peeves.  Feel free to add your own.  There’s  a little “Leave a Comment” section at the bottom of this blog for you.  Do it.  Dooooooooooooo it.

Pet Peeve #1 – Pay Before Play
It’s become common practice for restaurants to add a 15% gratuity to parties of eight or more.  As a server, this is fantastic.  They can work their table with out worrying they might get stiffed.  A bad tip from a table of two can be shaken off but a party of eight or more…that can be a big dent in your tips for the night.

HOWEVER.

A lot of servers see this as a “free pass.”  They’re guaranteed the money so why should they put in that extra effort?  Here’s your food, your still stuck tipping me.  Sucker.  Sorry. I think a server should work for their tip no matter what size of party it is.  The server may only be worth 5% …or maybe they kickass and get 20%?

A lot of servers will be pissed at me for this.  Tough.  Be more confident in your abilities or get a new job.

FYI – it could be getting worse.  In Seattle, I saw a note that said, 18% on parties of six or more.  Booooooo.

Pet Peeve #2 – Phone Vs. Showing Up

I hate…HATE when I go to a store find what I want, only to stand in line at the checkout counter where the cashier answers the phone and proceeds to take the call.

So I stand there while they help someone else.

Let me get this straight. I put on my jacket, got into my car, drove all the way to the store, found the cashier and was prepared to pay when Mr./Mrs. lazy-ass calls and steps in front of me?

Cashier take note. Here’s the proper response – “Hello, can I put you on hold.”  And if they’re on hold a little long, tell them you’re unfortunately quite busy with a line up and if they could call back later.

I made the effort, recognize that and give me priority over Mr./Mrs. stuck-to-the-couch.


The Tip –
A couple of links you may find interesting

Wikipedia’s definition of customer service – interesting article with something called KPIs.  Didn’t have this when I was working.

Not Always Right -  a collection of not so bright customer quotes.  Anyone that’s worked customer service has at least one story.  I’ll share one of mine:

A caller called me asking directions which included the nearest bus stop.

After explaining to them in detail how to find the bus stop, the caller asked: “Is it to my right or to my left?”

My response: I’m sorry, I’m on the phone with you but I can’t see you.


Enjoy your holidays and season’s greetings.  I’m sure you’ll have a few customer service horror stories and/or kudos to bring to the table in the new year.



 Pet Peeves Round 2 aka STOP IT ALREADY

The Clipper Ferry: Slow Boat to Seattle…and Back to Victoria

Fifty bucks round trip.  Pretty much the only thing I needed to hear to get the hell out of town and get my butt to Seattle.  I’ve long had the travel bug but I don’t get to indulge in the big trips like I use to so I really relish the small ones.  Plus, I’d never taken the Clipper ferry from Victoria to Seattle and hey, a new experience is a new experience.

The Order:
I planned on taking the 5pm Friday ferry and returning on the noon Sunday.  We arrived a little late so the boat was pretty much full.  Who knew that if you combine cheap tickets with the States’ Black Friday shopping equaled a little interest.  Well we found our seats with a little negotiation and made our way to Seattle for a 2.5+ ride.  Not much to do while on the boat but watch half-interesting nautical/city trivia and drink.  Thankfully the drinks are pretty cheap compared to other services (yes BC Ferries) so we partook in the hooch to speed up the trip.

The only real encounters you have with staff is with either the servers that come around to take your duty free and food/drink orders or the border guards making sure you aren’t smuggling small firearms into the U.S.  But, let’s be honest, the personality of a border guard is usually the same as a paper clip (and I mean the old grey metal ones, not the crayola colour ones.  Those have pizzazz).

The Service:
Really there wasn’t much to it.  When we arrived it was so packed we’d have to use elbows and inappropriate “wet willys” to get people to move but the staff were great at navigating the terrain and finding spots for you.  Very well oiled machine.  And they do try to keep you together.

The food service is really just “what do you want” and “here it is in child proof wrapping” but if you had any questions or suggestion requests, they were very accommodating.  I wasn’t sure about my time away versus how much alcohol I could get duty free but my server gave very detailed and accommodating information with examples of his own knowledgeable experience.  He was polite, smiled and was there when we needed him.

This wasn’t designed to be an entertaining and high-class service event but a simple, inexpensive transport.  And it was exactly that.

The Conclusion:
spork21 The Clipper Ferry: Slow Boat to Seattle…and Back to Victoriaspork21 The Clipper Ferry: Slow Boat to Seattle…and Back to Victoriaspork21 The Clipper Ferry: Slow Boat to Seattle…and Back to Victoria
2nd Date – I’ll give you a second chance.  It’s not like you did anything wrong not to get the top rating.  You did what you needed to do and flashed a little personality but it wasn’t outstanding.  It wasn’t like I was using you for the service.  But to get from Point A to B, well done.


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.


The Tip:
The truth will set you free.  And it may save you from losing a table.  One of the greatest things I learned from serving is always let your table know what’s going on.  Your customers/guests will always be more understanding and patient when they feel they are being kept in the loop.  If you made a mistake, tell them.  If the cook screwed up the first order, tell them.  If something is going to take 30 minutes, tell them.  It’s in no one’s best interests lying because if you get caught or it doesn’t work out the way you said it would, that table will not only not tip you but will probably never come back AND tell every one they know.

Have a good rapport with your kitchen and your manager so you can keep your table up to date and hopefully take care of a drink or two if it really gets too long.  (sucking up with alcohol never hurts)