Fix The Problem Today

As a professional traveler, I visit a lot of airports, ride a lot of airplanes and stay in a lot of hotels. That requires me to spend a fair bit of time being served in restaurants. I have become fairly proficient at eating out. But the problem is that I experience more head-shaking, eyes-rolling-back, you-have-got-to-be-kidding-me moments while being served in some of these same restaurants.

I want to share with you an example of how glaringly obvious the “service attitude” is not being instilled in the so-called service industry.

A new national chain restaurant had recently opened in the town where I live. I had eaten at many other locations across the country prior to their opening of a location in my town. I was satisfied with their fare in past, although if it were an important meal, this would not be the place. (If you’re wondering about which restaurant, think Bruins and Celtics.)

Forty-five minutes had elapsed from the time we placed our order to the time the food arrived. That was unusual for this chain. They've usually been pretty quick in other locations. When my pasta meal arrived, the pasta had been overcooked and was one big, mushy ball of pasta on top of which was placed the sauce. To the touch, the bottom of the plate was lukewarm at best. The first forkful and, yep, you guessed it, it was cold.

“How is everything?” asked the server.

“Um, cold actually,” was my simple reply.

“I can have the kitchen prepare another plate for you if you would like,” she seemed far too rehearsed. It was like it was not the first time she had said it that day.

I thought about waiting another forty-five minutes for another plate for a twelve-dollar meal and decided to just deal with what was in front of me. I took a few more bites and decided I wasn’t hungry anymore.

The manager came to the table with a slip of paper in her hand. She placed it on the table and simply said, “Sorry that your meal wasn’t to your liking. Here’s a ten-dollar coupon you can use on your next visit.” She then walked away.

On my next visit? Seriously?

When I got to the front counter to pay for my meal, I used the coupon immediately. There hasn’t been a next visit.

Attitude Adjustment: At your place of work, do you fix today’s customer problem today or do you fix it the next time they place an order? C’mon, is it really that hard to fix stuff when it happens? It is not your right to have a customer do business with you. It is your privilege. The ‘service attitude’ says you are in service in some way, shape or form to others no matter what job you hold. You provide a service or product and people choose to pay for that product or service. It’s simple really. And it doesn’t matter if your customers are internal or external. A customer is a customer and they deserve your best even when they’re not being their best. Your job, regardless of the title on the door (or cubicle if that’s the case) is service. If you’re the CEO you serve the shareholders and your employees. If you’re the sales or customer rep you serve the external customer. If you’re the janitor you serve the employees who deserve a clean place to work. If you’re the delivery driver you serve the client and the other drivers on the road. If you’re Human Resources, you serve every department within the organization. Everyone is a customer. Serve them well. It will serve you well. Oh, and fix the problem right now. That’s service.