Guest Blog: Customer Service Run Amok
This week on our Friends on Friday guest blog post, my colleague Bill Kalmar shares several recent experiences he has had at different eating establishments. It is amazing to read about the lack of consistent service and the rules put into place by management that do not satisfy the customer. – Shep Hyken
We’ve all heard and seen the commercials: “Customer service is #1 with us” – “We treat our customers like we ourselves want to be treated”. Having said that you would think that all our interactions with various businesses would be positive but obviously that is not the case in many instances.
The Customer Satisfaction Index tracks the various trends in service and while the latest report indicates that there was a modest uptick in consumer satisfaction, there are still areas in need of improvement. In the airline survey, Jet Blue is at the top of customer service while Spirit occupies the lowest rung. Travelers are most pleased with Marriott and not so pleased with Motel 6. In any event, as consumers, we want to be dazzled with service. That is why the past two weeks have left me a bit disillusioned. Let me explain.
Lunch at a local restaurant that had just been completely refurbished was an epicurean delight. Lots of menu choices and the surroundings were breathtaking. At the conclusion of our lunch I asked for the customary “to go cup” for my soda. You can gauge my astonishment when I learned that it was the policy of the restaurant not to provide “to go” drinks! Our server told us it was a “liability issue” as there was a concern that some patrons would leave, add some alcohol to the soda and then have an auto accident. That is the most ridiculous, inane, insane excuse I have ever heard! As such, I e-mailed the manager and I am awaiting a response.
This restaurant interaction also confounded me. We went to a Mexican diner where I ordered a shrimp meal combo which came with warm flour tortillas. When my plate arrived I noticed that the shrimp still had the tails intact. I severed the tails and enjoyed the meal. When our server came by I asked if at my next visit I could request that the tails be removed from the shrimp since other like items on the menu were served in that fashion. Evidently for this particular treat, the tails are intact and our server offered that requesting such a change would have to be cleared by the chef. Really? When does the request of a paying customer not take precedence over the minor inconvenience of the chef! Guess I won’t be ordering that menu item anymore!
One of my favorite drinks is an iced vanilla latte and in fact I probably drink three or four a week from a nationwide fast food restaurant. Recently, I went to such an establishment outside of our neighborhood and ordered the drink. To my surprise I was told by the barista that iced coffee drinks were not available. I asked if that was a one day problem and was told they never prepare iced coffee drinks. Of course I returned to our own neighborhood barista and ordered the drink and discovered that it is in fact on the menu booklet. Needless to say I called the previous establishment and talked to the manager who said the barista was wrong. Returning to the same place later in the week confirmed that as I enjoyed my customary iced vanilla latte.
To cap off my dining adventures, we went to a sit down restaurant where I ordered a half sandwich, soup and French fries. When my plate arrived I marveled at the paltry amount of fries. When confronting our server about the amount of fries I learned that the General Manager in the kitchen weighs the fries since one does not get a full order when ordering the half sandwich! As a courtesy to me, our server brought me some extra fries. I also reminded our server that two of their competition, namely, Red Robin and Max & Erma’s, offer “never ending fries”!
And finally, why do several coffee houses not serve decaf brew after a certain time in the afternoon? One can request decaf but it almost appears to be an imposition. I would suspect that many people prefer decaf coffee late in the day unless you work in a NORAD missile bunker and need to stay alert!
Now I know what you are saying: Bill, why are you so cantankerous and why do you come across as overindulged and over-privileged? Yes, I am cantankerous when it comes to being provided with exceptional customer service. And I plead guilty to being overindulged and over privileged. Now I’m off to experience some world-class service on Jet Blue and Marriott hotels where I know I will be dazzled and overindulged!
William J. Kalmar has extensive business experience, including service with a Fortune 500 bank and the Michigan Quality Council, of which he served as director from 1993 through 2003. He served on the Board of Overseers of the Baldrige Performance Excellence Program and has been a Baldrige examiner. He was also named quality professional of the year by the ASQ Detroit chapter. Now semi-retired, Kalmar does freelance writing for several publications. He is a member of the USA Today Vacation Panel, a mystery shopper for several companies, and a frequent presenter and lecturer.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article:
Why You May Not Have A Clue What Your Customer Thinks (And What To Do About It)
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