One small word can make a BIG difference

I was in a restaurant recently with a friend of mine. It was a Friday night and as this restaurant is particularly popular, it was a busy night at the restaurant and staff were clearly run off their feet. After being seated by the waitress and giving our drinks orders we proceeded to peruse the menu and ordered our meals. We were promptly served our entrees and second round of drinks and we consumed these gladly. The conversation was flowing freely so we weren’t entirely concerned that it was taking a while for our main meals to be served. But, after about half an hour we began to notice that many customers who had been seated after us were being served their mains before us.

“Excuse me miss” we called to one waitress, “we were just wondering how much longer our mains will be?” The waitress promised to follow this up for us and off she went to the kitchen to check.

“There’s a backlog at the kitchen,” she informed us, “You meals will be out shortly”

However, shortly was not so short and after another hungry twenty minutes it was time to ask again, but this time using a different waitress. Again, we were promised it would be followed up. A few moments later our new waitress proceeded to inform us that there had been a mix up and that the order had not been placed with the chefs in the kitchen at all. “I’m really sorry” she said, “This is entirely our fault but we will need to take your orders again.” What?! What had she said?? No, it wasn’t the bit about the mix up, it was that small five letter word that had managed to escape her lips during the explanation, “sorry”. Such a small word, and yet this, and the taking of responsibility was all it had taken to placate us and sure enough our orders were subsequently delivered with speed. It was a bonus that during our meal we were visited by this same waitress and informed our meals, minus the alcohol, would be on the house, and that once again they were really “sorry” for the mix up. However, we had already decided we would be back, restaurants make mistakes all the time, it’s the way they recover from them that can make a difference between keeping a customer, and losing one.

 

Tourists are paying for the ‘customer experience’ – what ‘customer experience’?

Fáilte Ireland commissioned research last year which examined customer service expectations among overseas and domestic holidaymakers. The results prove worthy of contemplation.

According to Fáilte Ireland’s analysis, “Ireland has a sufficiently developed reputation as a holiday destination to lead most holidaymakers to expect that customer service standards will be at a generally good level.
“Expectations can differ depending on location within Ireland with expectations of Dublin as a modern European city likely to be framed by experiences in other Euorpean capitals wereas expectations around customer service can be more constrained for those areas outside Dublin.”
Typically, these expectations focus around a customer service presentation that will be homely, clean and welcoming rather than pristine and professional. But there’s a strong sense that values around care and local pride will infuse that customer service.
However as Fáilte Ireland points out, “The ultimate customer experience can be diluted somewhat by the growing predominance of customer-facing foreign staff who can lack the commitment, depth of local knowledge and fundamental wherewithal to deliver the ulitmate customer service expereince.  A clear need exists for appropriate and formal training progammes for foreign nationals entering the Irish service sector, to incorporate a basic language coaching module”.
As Aidan Pender, Fáilte Ireland’s Director of Policy & Industry Development, points out, the trends indicated in the research point to a worrying disjoint between the expectations of customer service on the part of visitor as they anticipate their holiday break in Ireland and the reality of that customer service as those same vistors reflect on their experience at the end of their holiday.
“This disjoint is most acute among overseas visitors for whom an expectation of an authentic interaction with local Irish people remains a central element in their holiday planning”.
He also alludes to “an apparent reluctance on the part of front-line staff to open up to vistors in a warm and friendly way that enriches the customer service experience”.
The report leaves one wondering just how much things have changed in Ireland over the past 20 years – and to what extent the ‘old’ Ireland has become a real thing of the past outside the major conurbations which do not appear to qualify in the first place?
But this is not to say that the situation cannot be taken in hand and improved. The ‘real’ Ireland is still there for visitors enquiring in the right local pubs and hotels. The problem is that the new generation of staff – both national and non-national – are not ‘naturally’ aware of it. They were not brought up around it.
And so in order to meet this need, Fáilte Ireland has developed a new customer care programme for frontline staff. It can be delivered on-site. It’s short and to-the-point.
A pilot schme run in Shannon hotels last year demonstrated that the course is meeting a real industry need. Encouraged by that result, Fáilte Ireland is now developing further training initiatives to promote and support the quality of the customer experience.
While it may appear sad that such ‘local knowledge’ and ‘local welcome’ has to be ‘taught’, it’s a sign of the international times we live in that such knowledge is no longer ‘naturally’ acquired. But this is no reason for proprietors not to ensure that their staff – national or non-national – are not made aware of the reasons why tourists choose Ireland as a holiday destination and to have them adapt their ‘welcome’ accordingly.

 

A set of numbers to scare any hospitality business owner

I came across this interesting story from Stuff4Restaurants which is well worth a read. But beware, you might not like some of the results and they affect YOUR business:

Read the Article Here

 

Do you provide black napkins?

Points of difference are what set your business apart form the rest. Any reason you can provide for your guests to recount an experience or tell a friend is worth its weight in gold.

I recently heard a simple story from a friend who had dinner in an upmarket restaurant. On arrival, she and her friend were seated by the Maitre’d. Her friend who was wearing a white dress had a white linen napkin placed on her lap by the waiter, while my friend who was wearing a black dress had a black linen napkin placed on her lap!

This was a lovely touch and ensured that her black dress was not ruined with white lint from the napkin. It is rare to see such a consideration for what would be a little detail to many, but to a woman in a black dress it can make a huge impression. And I’m still telling people about it….

 

Charm school for door and service staff?

On a recent visit to the United States, I was interested to note the differences between the service cultures that exist on both sides of the Atlantic.

While obviously (though not completely) an industry that relies heavily on tips to pay the staff, the American service culture, however false, managed to make me feel welcome at every turn and more than happy to fork out an extra tip for the service. Surely this is a win win for staff and customers? Staff earn extra money and the customers get above average service, so why have we not managed to replicate this over here?

In cafes and restaurants, my glass was constantly refilled (at no cost for soft drinks…), there was no delay with my meals and I was thanked for my custom wherver I went. Door staff in bars and clubs called everyone Sir or Madam and thanked all customers as they left.

While I’m sure there are exceptions to these incidents, it certainly was refreshing to see a culture that clearly understands the difference between service and civilty.

 

Just because you know, doesn’t mean your customer does….

When you make a decision in your business, do you think it through from a customer’s perspective? The person most familiar with your business is YOU which can often mean that we as business owners are most complacent when it comes to communicating messages to customers. We become so used to doing things a certain way or familar with a policy that we assume our customers will automatically understand what we mean. Not always the case.

Take this example: I was in a large cafe/bar in Dublin last week. It was lunchtime and there were 10/12 staff on duty. The staff  on duty had two different uniforms. Some wore waistcoats and a tie, while others simply had a white shirt and a long black apron. Customers were queuing at the bar for service and trying to get the attention of staff, but to no avail. As I watched with interest, I noticed that the black apron wearing staff appeared to be floor staff and did not take orders behind the bar. The waistcoat wearing staff were dispensing drinks and using the cash register.

Is it the job of the customer to work this out or is it the responsibility of the bar to make it clear how service works? I believe that if floor staff do not serve behind the bar, then a simple acknowledgement of the customer will quell the situation. I counted 6 floor staff pass customers with their heads down, avoiding eye contact.

To me, this is ridiculous. The biggest challenge has been to get customers into your bar instead of the competing bars on the street. The last thing you want to do is then make them regret this decision. A simple policy of acknowledging each customer when approaching the bar and for floor staff to explain how service works will keep the customer informed and conversation with customers commits them to staying at the bar to wait to be served.

So it’s worth standing back from your business occasionally and looking at it from a customer’s point of view. You just might see things differently.

 

The Difference between a Good Bartender and a Bad Bartender

What is the difference between a Good Bartender or a Bad Bartender? We’ve all been upset at poor service but equally I know when I get good service, I remember it! So what are the things that annoy or impress us?

 A good Bartender:

• Always acknowledges customers at the bar.
• Can take more than one order at a time.
• Pours the pint of Guinness first when dispensing a large order.
• Puts your change in your hand and not on the bar counter.
• Offers to carry the drinks to the table for you when necessary.
• Can explain the difference between different quarter bottles of wine.
• Takes pride in their uniform.
• Prepares sufficient lemon slices in the morning.
• Does not raise their eyes to heaven when asked for an Irish Coffee.
• Knows how to change ashtrays (outside these days..) without ash flying everywhere.
• Does not put their fingers into glasses when clearing tables.
• Knows what’s going on in the area when asked by customers.
• Knows a number for local taxis.
• Takes orders from customers in rotation, without leaving anyone waiting longer than others.
• Asks if the customer would like ice in their mineral water.
• Asks if ice and/or lemon are required in vodka/gin/bacardi.
• Knows how to clean the draught lines (even though he doesn’t have to any more…).
• Understands the importance of discretion.
• Presents the pint glass with the logo facing you.
• Holds glasses a couple of inches below the rim when serving.
• Thanks customers for their business when they are leaving.
• Asks customers if they would like another drink when the glass is almost empty.

A bad Bartender

• Talks to some customers at length while others are left waiting.
• Never washes their hands despite handling glasses by the rim.
• Arrives late and leaves early.
• Is always wondering when they can get their “staff drink”.
• Doesn’t record or care about waste.
• Takes orders from the pretty girls first.
• Dispenses free drinks to the pretty girls “on the house”.
• Adds ice and lemon to drinks as standard.
• Lets the tap run for a second or two before placing the glass underneath.
• Adjusts the gas setting of each tap before pouring a pint.
• Scratches their head and their face during service.
• Doesn’t wear full uniform.
• Encourages friends to drink in the bar when (s)he is on duty.
• Leaves the Cash Drawer open in the cash register.
• Never gives a receipt.
• Hates the thought of serving food.
• Doesn’t know what cutlery/condiments are needed for each dish/drink served.

 

Enjoy your meal Sir…Slap!

Readers to this blog will know how much I value and seek good service in our ever-expanding hospitality industry, but it seems to be getting harder and harder to find…then just when you think you have found it, just when you think this is great service, he’s done everything right, I have the correct (and hot) meal in front of me, he’s ensured my drink is topped up and then….just when I’m about to plan how to report such exemplary service and even name the establishment in this Blog, the waiter decides that his level of service has not gone far enough and as he’s about to turn and leave, he looks straight at me, bids me Bon Apetite and then slaps me on the back!!! Yes, you read correctly, this was not a tap, a touch, or a brush, this was a thumping great slap as if to beat me into assuring him that I would indeed enjoy my meal!

Now, I value the personal attentiveness of good staff, but is this taking service a little too far? I am sure that back slapping is acceptable as a goodwill gesture in certain cultures…Not mine though!

I’m very conscious of my personal space and who gets into it, so the next time you are about to thump your customers into having a good meal, maybe think twice!!! You lost an honourary mention for good service in this blog because of your over-zealousness!

By the way, the Irish Stew was delicious…