Pet Peeve: Too Many Staff Can Be Too Much of a Good Thing

Posted on March 23, 2011 Written by 8 Comments

You know that old joke, “how many (insert relevant person here) does it take to screw in a light bulb?” I often ask myself that question when I’m in a business…though I don’t tend to laugh at the punch line so much.

Here’s my joke: “How many staff members does it take to figure something out/help a customer/complete a task?”

staff 300x200 Pet Peeve: Too Many Staff Can Be Too Much of a Good Thing

Thanks, but who's helping the other customers?

I’ve often found that when an employee can’t complete the task at hand, they ask another employee to help. And another employee has to come over to see what they’re doing. Now three staff members are doing the work of one while customers watch…and watch…and don’t get served.

A few months ago I was at the Bay where two cashiers were helping a customer with her purchase. One to ring in the purchase, one to bag the purchase and both to chat with the customer. This is all fine if the person they were serving was the only one in eyesight. Not the case. I was standing…waiting…watching with my girlfriend.

A “Sorry, can I help you?” No.

A “Hi, we’ll be with you in a moment?” Nope.

A “Sorry, I’m training but I’ll be right there”? Nada.

You know what sucks? Being treated like you don’t exist.

But what also sucks, is wasting resources rather than helping customers. Managers are there to manage – staff, customers, the store…so let them. When customer service is already under fire for generally being bad, don’t make it worse by having enough staff but not using them to properly engage with your customers.

 

Pet Peeve: Too Many Staff Can Be Too Much of a Good Thing
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When Lying to Your Waiter Is OK…Unless They Believe You

Posted on September 21, 2010 Written by 4 Comments

It’s been a bit of a stretch since my last pet peeve rant so I figured I was due. Not that I don’t have lots, I’ve just been happy to share a few kudos, guest blogs and business Q&As. Well that can’t stop some good old-fashioned complaining.

Dear Server,

Hi, I’m the guest of yours that just sat in your section for the better part of an hour. The meal was great, drinks enjoyable, service satisfactory….and service is the part I want to focus on. You came and went, offering specials when necessary, smiling the whole time. I wouldn’t say it was “above and beyond” but I was ready to tip out 15%. But then you blew it.

If I say I’m done, implying I don’t want anything else, you must understand I’m lying. There is something I want.

bill 150x150 When Lying to Your Waiter Is OK…Unless They Believe You

How much is attentiveness?

I want my bill.

I want to leave. Pay for the goods. Settle up. Vamoose.

What I don’t want is to wait. I don’t want to watch you while you talk to your co-workers. I don’t want to see you walk through your section repeatedly while some how not walking by my table. Guess what’s still happening? I’m still waiting.

And the longer I wait, the smaller your tip gets and the bigger my hatred grows. Should I spell it out for you? Do I need to say, “Just the bill, please?”

And you’re not off the hook if you do bring the bill but don’t come back. Sorry, I know you thought you did well figuring out my request, but I want to pay with cash/credit card/debit and I still need you for that.

Believe me, the longer I wait, the less I’ll need you…ever again.

Sincerely,

Your Customer

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Your Lips Say NO But Your Sign Says YES

Posted on August 17, 2010 Written by 3 Comments

If I want into your store/restaurant, and the sign says you close at 10pm…you should close at 10pm. Not 9:55. Not 9:30. TEN!

closed 150x150 Your Lips Say NO But Your Sign Says YES

Hours say Open/Sign says Closed. Good cop bad cop?

I understand if you’re perhaps a little slow in that last hour or you have amazing plans that night you want to get to but you’ve made a commitment to a time. You are telling your customers that you are available to them from this time to this time, not from this time until you decide when. Your business has made a promise to your customers, you wouldn’t want to be a liar would you?

Maybe you should rethink your hours? Maybe it should read: 11am to late (gives you room to move)? Maybe you should realize you have a job with set hours and are getting paid to complete them?

I’ve been on the other side of this. As a waiter, it’s really hard to get that table at 10 minutes to closing because now you don’t know how long you’ll be there and you have to plead with your grumpy anti-social cook to stop cleaning and start preparing. Not fun, but it’s the job.

In addition, what does it say about your company if your employees make me feel like I’m inconviencing them? It says I should be spending my money somewhere else.

Your business has made a promise to your customers, you wouldn’t want to be a liar would you?

Your Lips Say NO But Your Sign Says YES
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Pet Peeves Round 3: Talk to Me with Courtesy, Not Like an Ex

Posted on May 13, 2010 Written by Leave a Comment

Ding. Ding. Ding. Round three. Every few months or so, I like to do a “pet peeve recap” of some things that are really bothering me with customer service. I didn’t want to do one so soon but after a recent trip to Seattle, I felt I must. Honestly, it actually surprised me a bit. I’ve often heard the States have a much better record for customer service than our side of the border. Happier, available, accommodating…you know, doing their jobs. But this trip highlighted a few too many issues I’ve long had problems with.

So much so, this is a two-parter. That’s right, a second helping is coming. But that is for another week. For now: ROUND THREE

Pet Peeve #1 – If you have a personality, make sure it’s a good one.
How many times have you gone to a store or restaurant only to encounter an employee with an obnoxious attitude and a inappropriate sense of humour? If you’re thinking more than once, that’s too much. I like personable people, I really do. But before opening your mouth, making sure you’re charming enough not to piss me off.

Example: At Cherry Street Coffee House, we asked if they took Visa. The Pet Peeves Round 3: Talk to Me with Courtesy, Not Like an Ex bean-jockey’s response, “Was that a question?” WAS THAT A QUESTION? Either Grade 3 English let him down or, um…jerk?

Pet Peeve #2 – Sorry, kitchen’s closed. Then why did you seat me?
At 8:00pm on a Sunday, I was hungry. I don’t eat with the “typical” people do. The stomach wants what the stomach wants. I made my way to F.X. McRory’s Steak Chop & Oyster Bar for drinks and dinner. Walked up the stairs, was told by the hostess to seat myself, was watched by 2 waitresses, one of which gave me two menus. We sat. We waited. Five minutes in we go to the bar to get a drink. So far, not so good. Finally our waitress comes by to tell me how busy they’ve been and they’re pretty much out of everything. Idle chit chat that is kind of bothering me considering she hasn’t taken my order yet. Oh wait, their kitchen just closed.

Steam exit ears. Communication is key. Guess which restaurant I now will not only not go to, but will tell my friends AND write a blog about. Tada.

Catch up with my other Pet Peeves: Round 1, Round 2.


The UpSOLD! (contributed by @SheldonKJohnson)
Last night I was in need of delicious local fare with unique personal flare. Brasserie L’ecole provided what I was looking for and more. Fantastic French cuisine with the perfect service touch…attentive without being overbearing and casual while professional. For example, our waiter would consistently monitor tables for eye contact. If contact was made he maintained just long enough to be sure there was nothing that you needed. Takes very little time but shows extra attention that reflected in his tip.


THE TIP:
Hate being on hold? I’d love it if you said yes. Of course you hate it. Would it be nice if you could have them call you when their available? Shaw Cable does it and now, through this website, everyone does: LucyPhone

Just press ** every time they put you on hold and stop wasting time. Pet Peeves Round 3: Talk to Me with Courtesy, Not Like an Ex Unfortunately this is a substitute for good customer service from the company but at least it saves you the headache of sad, slow, painful elevator muzak.

Pet Peeves Round 3: Talk to Me with Courtesy, Not Like an Ex
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Pet Peeves Round 2 aka STOP IT ALREADY

Posted on December 9, 2009 Written by 2 Comments

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
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Service Isn't About Money – Guest Blog

Posted on October 7, 2009 Written by 3 Comments

In response to last week’s Pet Peeve blog, I received some great responses.  I want to share one this week from my co-worker Stacie.

In difficult, tough economic times such as these, customer service representatives should be at the top of their games. There are certain things that we have to do in life these days: keep money in the bank and pay our cable bills. The trick is there is not just ONE service provider for these services and it seems as though organizations should be fighting for their share of customers. Instead, I feel like I am fighting  and arguing for good service.

1)      I have a serious rage on for Royal Bank right now and they have lost my business (and anyone else I can get my hands on) for life, all because of two individuals who were rude, condescending and stubborn.  I took my mortgage elsewhere because I felt as though I was being talked down to and taken advantage of. Poor move on their part – I’m young and at the beginning of my financial journey, they could have had unlimited future business with me.
I thought I’d give them a second chance when I went to open a joint bank account. After sitting on hold with an RBC operator out of India just to make an appointment to see someone in Victoria, I was rudely rushed out of the branch by a woman who told me I was not her customer and she didn’t know what to do with my situation. So, I walked across the street to TD bank talk to someone who didn’t treat me like a piece of…

2)      After dropping $1200 with my bf at Future Shop a few weeks ago, I needed to go pick up the last pieces of our purchase. The employee who I spoke to quickly realized that I wasn’t going there to purchase anything, thus he wouldn’t make any commission, he passed me on to 3 different people. Finally a cashier, who doesn’t make commission, helped me find my purchases.

3)      Don’t get me wrong, I looooove sitting on hold with Shaw Cable once a week trying to get my internet to work or my new cable box that they “gave me for free”. I also love being talked to like an idiot while the Shaw guy asks me if my television has power. Tone and understanding goes a loooong way.

I’m a pretty easy person to get along with, just be nice to me and sympathize with the issues that I’m having. One thing I don’t have time for is people who are rude and condescending, especially when I’m paying for it.

Thanks Stacie.  I want to re-iterate this isn’t about the companies.   It’s about the individuals that work for them and your personal/individual experiences.  Have some pet peeves of your own?  Let me know and while you’re at it, take the poll:

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