When you go to a restaurant you expect a certain level of service. Usually this level of service is dictated by how much the total cost of the meal. When you think Olive Garden, the words that come to mind are Italian, pasta and good service. (Not forgetting to mention soup, salad and bread sticks.) They average about $15-20 per meal after drinks and other items, so not too expensive.
Going to Wendy’s, the words that come to mind are old fashioned hamburgers, Dave Thomas, quick food and now some weird guy with red pony tails. I loved going there as a kid and remember when you left your tray on the table and they cleaned up for you. Also the salad bar was a big item. Times do change, now you bus your own tray and salads are now individual containers. I understand all of this because it is cost efficient and they want to stay in business.
What my issue is… when companies or individuals in companies forget about what Customer Service is or better yet, don’t care! Here’s my real life example: I had lunch in Charleston, SC yesterday at a Wendy’s not far from The Citadel. I ordered a chicken sandwich and large* sized the combo replacing chili for fries (part of my trying to eat better). I asked specifically for a large chili, on my tray I got a small chili. I asked about it and the assistant manager that was filling the order just shrugged her shoulders like she didn’t care.
No sorry we misunderstood or anything else. Simply “I Don’t Care,” is what she said non-verbally. I don’t expect linen table clothes, candles or even sirloin steak. Just care about what you’re doing!
Learning Point: Good Customer Service-
- At least fake that you care
- Attempt to make it right
- Look at this site for more points: http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm
Customer Service is Important,
* not super sized, they were across the street