My family and I were traveling this past week and stopped for dinner at a chain restaurant well known to interstate travelers. The customer service we received made me question my expectations of the wait staff when we dine out.
Our order was taken promptly. Our glasses were never empty. Our food was delivered after a reasonable wait and we were asked several times if we needed anything else.
So what was the problem? Personality. Or more specifically, the lack thereof.
Our waitress was polite but had very little personality. Like wet cardboard. You know the type. The kind of person who does their job adequately but you still question their motivation for being there. Barely holding things together. No engagement, just quick questions and little eye contact.
I realized I usually equate ”no personality” with “poor service”, even if all my needs are met. Probably not fair, but once you experience service that raises the bar, it’s hard to accept less. You start to expect exceptional service. Especially if you have kids, an engaging waiter can make all the difference between enjoying your meal and regretting having ventured out.
I wonder in my own business where I’m providing just adequate service while my clients are expecting more. Who have they dealt with before that raised the bar? How can I raise the bar even higher?
Continue Reading…
