Annie and I went out for a meal tonight (to be more accurate, a quick pub snack) at our local drinking hole.We had a lovely young girl serving us … lovely …but:
- She messed up the food order twice – first for the main course and second when she forgot to order our dessert from the kitchen.
- She forgot to pour the drinks I had ordered and paid for. She wandered off to the kitchen leaving me at the bar for 5 minutes or so wondering what was happening. When she came back delivering meals I asked her about our drinks which she had completely forgotten.
Having had three children I am like all parents - a great ‘forgiver’ - that's one of the roles of parents isn't it?
We have to be patient and tolerant as youngsters learn. I didn't really want to complain to her bosses because I worry that some uncaring person may come across in a 'heavy' way.
Having said that, I still felt uncomfortable about leaving such pretty awful service ‘unreported.’
I decided to have a quiet word with another member of staff who was a bit older and a bit more experienced. I simply said that I think the first girl needed a gentle reminder about the importance of remembering to do things for customers.
I remember when I was just starting out at work at 16 years of age I made plenty of mistakes (probably still making them).
I hope this girl will be given time, support and understanding. I hope the message gets back to her in the spirit it was intended and that it helps her in the long run.
Should I have handled it another way or simply ignored it and said nothing?
2 comments:
Trevor, service failures need to be addressed directly. The other option is indirectly, i.e. never going back there and telling folks not to go there.
From positive perspective, I like the way you did it. Assuming the co-worked passes the info along either directly (to her) or indirectly (to the manager) that kind of feedback can provoke change.
The only other way would have been a direct confrontation with her, but it seems she was already too pre-occupied or not attentive and the message would not have been received.
I hope your next place will provide better service. An evening out should not be spoiled by such service!
Thanks for that Steve - you sum up pretty well how we felt. I really don’t think it would have been the right thing to approach the girl direct as she was 'out of it' it many ways. I just hope someone tells her in a supportive way but firmly that customers are the reason she is in a job. I am sure she will get better. Happily, the meal itself was fine and Annie and I enjoyed our evening anyway despite the problems.
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