THE KNOW-IT-ALLS Go ahead and throw a tantrum, my manager will tell you the same thing. –Chelsea The Know-it-alls are people that cannot handle being told they are wrong. They are the people who will argue, for countless minutes, about deals that are exclusive. They are the people who will argue that their expired coupon is still extremely valid. They are the people who stress out the workers and make them feel like they could possibly be doing their job wrong. They are the people who make you question your entire existence. That may be taking it too far, but to truly understand the nerve-wracking stress that comes from dealing with The Know-it-alls, you have to be a worker in the restaurant industry. A woman once came into my work swearing …show more content…
They are the people who seem to not understand how customer service works. They are the people who do not understand that mistakes happen. They are the people who cause you to hate going to work. They are the people who make you question why you even have a job or why you put up with your job. It may not be that excessive, but only a worker in the restaurant industry would understand how infuriating it is to work with The Stiffs. The other day we had a group of about six people come in and eat. Their waitress was very attentive, enjoyable, and their order was correct and came out on time. This sounds like a great dining experience right? Apparently, for these people it was not even exceptional. When they left, they left an extremely big mess. The waitress was sure that somewhere among that mess she would have a tip. She did everything right. She followed her training and made sure they had an excellent experience; all with a smile on her face. After cleaning up the table, her reservations had been confirmed, no …show more content…
Meeting someplace with old and new friends, ordering wine, eating food, surrounded by strangers, I think is the core of what it means to live a civilized life. –Adam Goprik These are just a few of the types of customers that come into Pizza Hut. As stated earlier, each and every customer is extremely important. They play a role that helps to make up the restaurant industry. Even when working with the most difficult customers, one can appreciate what they do. They give us a job, a reason to go to work. With every bad experience with a customer, there are two or even three respectable experiences. Have you ever thought about how you act when being waited on? Have you actually every stopped to think about how others are interpreting your attitude or personality? Have you ever put yourself into their shoes? Have you overreacted? When will people understand that a mishap in an order may not be the waitresses fault? Do people understand that the kitchen can make mistakes? Do they realize the waitress is completely separate from the
Ehrenreich didn’t want to be a waitress any more than some waitresses, but she did it for her research. Ehrenreich once stated that, “Waitres sing is also something I’d like to avoid, because I remember it leaving me bone-tired when I was eighteen.” (13). Her first job was at Hearthside, a restaurant in Key West, Florida. She was hired as a waitress, starting at $2.43 plus tips. She worked the afternoon shift. Hearthside was being managed by a West Indian man by name of Phillip. The management wasn’t the best. They treated their employees disrespectfully. At an employee meeting, they were threatened by the management. Ehrenreich stated, “I have not been treated this way-lined up in the corridor, threatened with locker searches, peppered with carelessly aimed accusation-since junior high school” (24). When they were just standing around, the manager would give them extra work to do. According to Ehrenreich, “You start dragging out each little chore because if the manager on duty catches you in an idle moment, he will give you something far nastier to do. So I wipe, I clean, consolidate catsups bottles and recheck the cheesecake supply, even tour the tables to make sure the customer evaluation is standing perkily.” (22). They were hired at Hearthside to serve the customers. There are twenty-six tables in the whole restaurant. All the food must be placed on the food trays; small items were to be carried in a bowl, and no refills on the lemonade (1...
People are consumed with their own reality that they didn’t even acknowledge me sitting at a table watching them. Each person seemed to have their own stories different from everyone else’s. For the most part, the employees seemed to have similar interests in wanted to produce the best customer service. The customers had the same goal of wanting to try a new popular restaurant they might have been unfamiliar with. Overall, the general consensus was that a majority of people wanted to get on with their day with as little human interaction as
Panera Bread’s atmosphere is enjoyable. The employees and the managers keep the restaurant clean at all times. When I walked into the restaurant for the first time there were visible employees wiping off the table and sweeping. Panera Bread has almost no trash visible around the entire restaurant. Looking around, there were no trash cans in sight; they were hidden by doors and cabinets. Panera Bread receives ample amount of customers a day keeping the restaurant clean is important, but the workers keep everything running smoothly as well. While waiting in a moderately long line, the employees immediately noticed the incoming rush and started working as a team to get the customers and myself in and out. Along with the workers helping to make the line move faster, the customers in line around me are keeping conversation. We are entertaining each other making the wait time appear shorter. With the great customers and keeping the restaurant clean, Panera Bread workers and managers keep the restaurant well managed. The noise level is separated by the location of dining. In front of me a group a friends decided to have lunch at a table laughing and enjoying themselves and a woman behind me chose to eat alone while reading a book, sitting in a quiet corner. More importantly the manager was always walking around making sure tables were clean, and trash was not i...
Also, if a customer had a complaint about their food, we would not only apologize for the situation, but also give them complementary coupons to use on their next orders. Being curious to your customers really matters, because it shows that you care and that their business matters to the company. Even having a suggestion boxes for your customers, so that your business can get feed back and know what areas are needing improvement in will also matter as
The first type is hostage, which is a customer who is stuck with a company even though they are dissatisfied. An example of this for me would be the water company that provides water to our house, WSSC. We have had many problems and slow service, but we are stuck with them because they have a monopoly over that service in our area. The second type is defectors, which means that you are not satisfied and you have the option to leave. An example of this in my household would be McDonalds because we don’t receive good service and there are other options that worth our hard earned money. The next type is mercenaries, which means you are only a little satisfied with the service and will leave if a better opportunity comes that is only slightly better than the one you are receiving. An example of this would be our service with Netflix because they do provide some good services but it is not excellent. If any of their other competitors were to offer the same service for a slightly better price then I would consider making the change. The last type is apostle, and this is the type of customer that all companies would like to encounter. These customers are very satisfied, very loyal, and very vocal about the great service they receive, which brings more loyal customers. Daymond John says “word of mouth is the most powerful ally you have on your side” (John, 2015) in his
If you are interested in a management career in hospitality industry it is good to research the management position that you may be interested in. Find out what the different positions are is a good way to start your research. The two different industries within the hospitality industry are the Hotel and Lodging industry and the Restaurant industry. The different top management position in the Hotel and Lodging are: General Manager, Director of Human Resources, Director of Food and beverage, Director of Rooms Division, Director of Sales and Marketing, Director of Engineering, Director of Accounting. The different top management for the restaurant industry are: General Manager, Kitchen Manager, Bar Manager, and Dining Room Manager.
The “hmm…how good were they? tippers” stick out as a sore thumb would. They have the attitude of “They are working for me,” and “The whole world revolves around me.” They also say things such as, “Is my food suppose to look like that?” and “Where is my refill?” They are the customers who always have a disgusted face and are not satisfied with anything. The “hmm…how good were they? Tippers” are not only high maintenance but also the worst tippers. When the bill comes, they feel they can justify giving a small tip because of their “lack of service”. Many can guess the server likes these customers least. These customers not only put the server in an angry mood but also the rest of the employees that must hear from that server.
What aspects of restaurant work are especially challenging to wait staff, and how does Barcelona’s approach to management help employees overcome the downsides of the job? The aspects of restaurant work that is especially challenging to wait staff would be poor management and customer satisfaction. In this profession of being a wait staff in many instances it is very difficult to please everyone one that you serve. The approach that Barcelona’s management took in helping their employees overcome the downsides of their job they gave them the green light in allowing them to do what was right in making the customers experience a happy one. In giving them this freedom, it made the wait staff feel like they were a part of the organization when it came to decision
I find that if I am going to pay for services I would like them to be explained to me. I agree that the girl that was washing his hair was the ultimate in rude service. At no point did she ask him anything about how he was or how he wanted his hair washed. To me it seemed as if he was bothering her from doing nothing. Even if this was her 20th customer of the day, she should have treated him as if he were your first and most
I work at Geneva Ace Hardware. My most important job, among my many duties, is to help customers. Usually everything goes ok, but there are always a few customers that can be hard to deal with. I’ve had to deal with Mexicans who can barely speak English. I’ve had to deal with Mexicans who use their 5 year old children/grandchildren as translators. I once had to deal with a Canadian couple whose accent was so rich; I would have about a 30 second delayed response to try to convert their English into my English. Then there are the people who just won’t accept my help because I’m only a kid. None of these people compare to the dude that was deaf.
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.
Being a customer service representative, respect is something that you must have. I learned that everyone does not hold the same status in life but even if they do not respect still apply. Working as a customer service representative I have one
Difficult customers are just part of doing business today. “Difficult customers could be those in which you have to deal with negative, rude, angry, complaining, or aggressive people. These are just a few of the types of potentially difficult interactions” (Street). From time to time, you will also find the need to help customers who can be designated as difficult, but in a different way: Lack of knowledge about your product, service and or policies, dissatisfaction with your service and or product, demanding, talkative, internal customers with special requests, language barriers and elderly or disabled customers that need assistance. Companies and businesses that know how to deal with difficult customers or customers with special needs the right way allow a company or business to reap the benefits of high customer satisfactions and increased customer retention.