𝐓𝐡𝐢𝐬 𝐢𝐬𝐧’𝐭 𝐫𝐨𝐜𝐤𝐞𝐭 𝐬𝐜𝐢𝐞𝐧𝐜𝐞
Do you ever wonder why some businesses struggle with customer service?
One afternoon we ventured into a restaurant on the beach near our resort in Hawaii.
The place was packed which is always a good sign if you want good food and drinks.
The hostess brought us to our table and handed us our menus.
After a few minutes, we were ready to order but nobody came to wait on us.
We didn’t mind too much because it was a beautiful day on the beach but this is ridiculous.
Staff members kept walking by us and looking the other way.
We tried getting their attention but they ignored us.
We noticed a lot of other tables experiencing the same ghosting.
We thought about leaving but the nearest restaurant was a 20-minute drive from us.
Our friend Jack stood up and started waving his arms as the staff walked by.
The more he waved his arms the more the staff ignored him.
Finally, one waiter stopped to help us (after he walked by at least a dozen times).
We said we were ready to order and he said our waitress was training a new staff member.
We begged him to take our order which he finally relented.
Finally, our waitress appeared with her trainee.
They were running around serving people as fast as they could but training someone doubles the time for each table.
She apologized for the delay and we felt bad for her because she was doing her best.
What could the restaurant do better?
Knowing it takes longer to serve each table while training a new waitress, they could have reduced the number of tables they were responsible for so they could train faster while keeping the customers happy.
It’s not rocket science.
What could you do better while serving your clients? Let me know in the comments.
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And if you’d like to learn more about me and the work I do, then go here: www.TedProdromou.com