Final yr I discussed in one in every of my newsletters a customer support incident that occurred to me whereas entertaining associates from Hilton Head Island. What we skilled then at a really upscale nation membership in The Villages was for my part an ideal instance of how to not deal with your prospects. On the time I believed this actually takes the cake.
The Incident;
Since I discussed this earlier than I will be temporary in evaluation. We had completed taking part in golf and determined to have lunch within the membership restaurant. I ordered the soup and sandwich particular. Sadly the waitress made a mistake and introduced me the sandwich with French Fries. Not a giant deal. I truly ate a few fries however known as her over and talked about that I truly ordered the soup and sandwich. She was very apologetic and mentioned that it wasn’t an issue and that she would return with a cup of the soup.
She was gone over ten minutes however when she returned she was excited and strolling on the tempo of a trotter on the race observe. She did not have the soup however she had a plate in her hand. She approached the table and earlier than she mentioned a phrase, she reached down along with her proper hand a scooped the French Fries off of my plate onto the empty plate she was holding in her left hand.
Seeing my look of shock, in a voice that cracked like she had been crying, she mentioned;
“The Chef will not let me have the soup until I carry again the fries.”
“You are kidding”; I replied with a glance of bewilderment.
“I am sorry”; she mentioned with tears in her eyes and she or he ran off towards the kitchen.
I could not consider it and figured this has acquired to go within the report ebook. I’ve by no means skilled something like that in my life. The membership supervisor did come over and apologize. I instructed him that this actually takes the cake and it is one thing I am going to always remember and doubtless by no means expertise once more. He assured me it might by no means occur once more at his membership anyway. Little did I do know that Beef O’Brady’s in The Villages, Mulberry would prime that occasion lower than a yr later.
Tracy and I ended at this native restaurant which is near our home. It is a spot that lots of our neighbors go to and in reality our neighborhood golf league eats there each week. Beef O’Bradys is sort of a sports activities bar and grill because it has quite a few televisions and folks go there to observe completely different sporting occasions and eat. It’s typically a nice eating expertise as a result of the workers could be very skilled and competent.
What a Shock
To my understanding the institution had lately had a change in possession with one accomplice taking full management and shopping for the opposite homeowners shares. I do not know if that’s related to what occurred however I believed I might point out it anyway. The menu had a number of new objects on it. One in all which was a wings and barbeque ribs combo. Tracy ordered a rooster Caesar salad however I fancied that wings and ribs combo.
The waitress was very good and our meals got here fairly fast so every thing appeared to be going nicely. I truly had eaten three of the wings earlier than I noticed that there have been no ribs within the basket. I dug round and moved the fires to verify earlier than I known as the waitress over. The waitress came to visit and I defined that I had ordered the wings and ribs combo however there did not appear to be any ribs in my basket.
The waitress checked out her ticket and mentioned; “I am actually sorry sir, would you like me to carry you some ribs?”
I believed – “Duh – I ordered ribs did not I?” however that thought did not move my lips. I merely mentioned; “Sure, Please.”
The waitress disappeared for a couple of minutes however she returned with out the ribs. As a substitute she was carrying just a little cardboard tray, the sort you place fries in. She could not appear to make eye contact as she stored trying down as she began apologizing profusely.
“I’m actually sorry sir. I do not know say this however would you thoughts giving me two of your ribs again?”
I set free a loud snigger and mentioned; “Are you kidding me, I’ve already eaten three of them.”
“I do know sir; she replied. However I have to get two of them again. The combo solely has six wings and the wings basket has eight.”
“That is unbelievable, in actual fact it’s hilarious. Can I provide the bones of those I’ve already eaten?”
“No Sir.” She mentioned trying down once more as her face turned redder from embarrassment. I felt sorry for her and guaranteed her that this was too ridiculous to be mad and I wasn’t upset. Truly, I had a tough time preserving my composure. I wished to simply bust out laughing.
She apologized once more and I gave her the ribs as I requested her who truly made the error on the order 홍대 맛집.
“I did sir, I solely wrote down wings. I’m so sorry to need to ask for 2 wings again.”
I gave her two of the uneaten wings and off she went. She returned straight away with a ½ rack of ribs.
She apologized once more. Having skilled an analogous incident with French Fries I requested her whose determination it was to ask for the 2 wings again, the cook dinner or the supervisor?
Once more, very sheepishly she replied; “Neither one, it was the proprietor.
I nonetheless snigger each time I give it some thought. I’ve to surprise what the proprietor did with these two wings. Absolutely he did not serve them once more to another person. That will be a well being code violation, would not it? And, if he simply threw them away the query turns into —- Was it actually price two wings valued at in all probability lower than one greenback to risk creating such a adverse buyer expertise?
Go determine. As a Howl subscriber in case you can prime such a ridiculous unprofessional customer support expertise dictated by the proprietor of a company whether or not it’s within the restaurant business or another phase of the lodge and resort industry, I’d love to listen to about it. E-mail it to me, rick@ceostrategist.com.
I spend loads of time and power speaking to shoppers about creating the “Final Buyer Expertise”. It is laborious to consider that there are homeowners and managers on the market that really create the “Disastrous Buyer Expertise”.
I’m wondering if Beef O’Brady’s company might use this instance of their customer support coaching packages.
Only a thought.