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Restaurant Manager sets Bad Customer Service Example

The other night I had in a favorite restaurant in the evening. Unfortunately, a bad customer service experience has annoyed the evening. The good news is that this event has created a learning chance.

By the way, you do not have to be in the restaurant business to appreciate and learn from this story. Since I brings you through the story and the lessons, we can decrease it from thinking about how to apply to your business.

This evening I ordered the pasta dishes that I have ordered for years. It came wrong. It had peas in it. Not only a few peas, but loaded with peas. And I hate peas. I recorded the menu and confirmed that I do not get the description wrong. Nowhere did peas said. I meant the server and told her about the problem. She had a great attitude and would be happy to take care of the situation. But just after that, the manager who had watched occurred. I had never seen this manager. He did not apologize and instead told me that they have two chefs and that these peas likes in the pasta dishes. He said most people realize that the peas are a pleasant surprise.

Ah, that explains it. A pleasant surprise - not for me! And I said it nice. He just stared at me. I could say how uncomfortable the server was with this interaction. She wanted to do something, but the manager was taken over, and he blew.

Finally, the manager asked if I want to get another pasta entree. I asked if she could do the same dish without the peas, as on the menu. He finally took the dishes away.

Several lessons come from this incident:

The server handled things that are just fine. The manager rose in the way to take care of me.
The manager did not answer with the same enthusiastic attitude to take care of me as the server did. He did not even apologize. Managers should set examples - good examples.
The manager would have taken away the dishes immediately. If you get a problem from the sight of the customer, do it fast. Once the court has been taken away, start the recovery mode.
the manager made an apology instead of giving an explanation. There is a fine line between excuses and explanations. An explanation will be delivered with an apology and is not a defensive or aggressive.
The manager did not listen to me. Why should he call the peas a pleasant surprise, if he knew I did not want her in the pasta? Because he defended the decision of his cook to change the ingredients. (Read this to change a process if you are not in the restaurant business.)
Finally, the incident broke the consistency of previous experiences, which now leads to a lack of trust. The next time I order this Pastager court, I have to ask if it has peas because you never know who cooks in the back. Will be the cook who likes to have people with ingredients "pleasantly surprise", which is not on the menu or the cook that follows the recipes I love - those who want to come back again and again.

The restaurant is great, and I go back because I know this is an isolated incident. But what if this was my first or second time in this restaurant? In the face of all the good places there are food, I would spend my hard-earned money in a restaurant, or with any kind of business, that makes mistakes? My friend Tom Baldwin, former CEO of Morton's Steakhouse, says, "Great service is mistakes that are treated well." This is great advice for every business.

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