Bad Service Example #1 – Cardello’s
South Florida is well-known for having bad service, at restaurants especially. This weekend my wife and a friend and I went out to get lunch after church. We went to a local restuarant that usually has pretty good food and reasonable service. When we were done eating, my wife and I decided we wanted to have some dessert, and my wife likes coffee with her dessert, so she ordered a cafe con leche. When it came out, it was an espresso, not a cafe con leche. We explained to the waiter again what she wanted, and he was like, “oh, you mean a cappuccino.” My wife, having worked in a coffeeshop (and ordered this same drink before without a problem) carefully explained the difference in how to make the drink. A few minutes later, a different waitress comes out with a plain ‘ol cup of decaf coffee. My wife rolled her eyes at this point and said, “that’s fine, I’ll just drink this.” At this point, I was fully expecting the waiter to say he wouldn’t charge us for the coffee, but nothing was said.
Wait – it gets better. When we were all done, the waiter was cleaning some dishes off the table and he totally spilled the entire container of creamer all over my wife’s dress. Don’t get me wrong, he apologized emphatically — the problem however is that under normal circumstances, I would have expected at the very least to not be charged for the coffee (and possibly the dessert) due to not getting the order right. But man, after getting liquid spilled all over you — that means you don’t pay, period. I’m not a free-loader or anything, and I probably wouldn’t have even accepted the free meal, but I was quite shocked that nothing at all was even offered – not so much as a free coffee. Now that is bad service, hands down.
Bad Service Example #2 – Cheesecake Factory
Another time recently, we were at The Cheesecake Factory, and I ordered a burger. It took a little longer than usual to get our food, but when we did, I took the top bun off my hamburger so I could add the lettuce and tomato – and to my surprise it looked as if someone had taken a big bite out of the burger. Now, it being the Cheesecake Factory, I’m 90% sure that part of the burger probably just broke off, but I couldn’t shake the notion of what it might have been — plus, I was missing a chunk of burger that I could otherwise eat. It took forever to find our waiter, and when we did, he explained that if I wanted another burger it would take another 15 minutes. I told him that was okay, but of course in my mind I’m thinking there is no way it will take that long… surely my burger was not the only burger being cooked back there, and they could simply give me the next available one, since my wife already had her food. But no, it took a little over the 15 minutes, as my wife ate and I sat there. Thankfully, the manager came over and apologized (the waiter didn’t – he had a pretty crappy attitude about the whole thing) but the real kicker is, again, they did not offer to take so much as our drinks off the bill. C’mon! This isn’t some mom and pop shop that can’t afford it, there is no excuse for that kind of service.
Good Service Example #1 – Denny’s
Surprisingly, whenever I think of one of my best experiences regarding service at a restaurant, I actually think of Denny’s. Once I had to wait about 10 minutes for a seat at a Dennys in Phoenix, since they were busy, and the waitress actually offered me a free dessert because I had to wait. Now that is good service – when it goes above your expectations.
Good Service Example #2 – Continental Airlines
Another example of great service (though not from a restaurant) happened the other day, from an airline, surprisingly. Last summer my wife and I went to Israel with a group from church, and we were flying Continental. There was a problem witht he plane before the first flight, so we waited and waited, and finally they decided they could not fly the plane. As a result, we were going to miss our connecting flight, and had to be re-routed through Germany, and ultimately, half of our group got there half a day later than the rest of us, so it was an inconvenience to say the least.
Continential did however give us two coupons for up to $100 off per ticket. Now that in itself I thought was okay, but certainly not stellar service. A free flight would have been a little more realistic for missing a connecting international flight and causing a large group to get split up like that. But the great service actually came later.
My wife and I decided to fly out to Colorado to see her mother and we used the coupons. Upon punching in the code on their web site to redeem the coupon, the cost actually came up as $0. I thought maybe it was a fluke, but it did it the second time with the second coupon too. It certainly was not inconcievable that maybe these really were coded to be free tickets, so I was quite happy about it. Until the next day when Contintenal was calling my house and asking me for my credit card info because something went wrong with their computers, causing me not to get charged.
The first rep I spoke with had a bit of an attitude, making it sound as if somehow I didn’t give the computer my credit card info, when in reality it never asked and came up as $0 right on my screen. I grudgingly gave her my card and got charged the $410 for the tickets, but afterward I asked to speak to her supervisor. I was on hold a good 15 minutes, which I thought was ridiculous for just getting a supervisor, but I kept my cool. I decided I was not going to play the card and freak out and scream about the whole thing, but rather calmly explain what happened, and give them an opportunity to show their level of customer service.
I explained what happened with the transaction coming up as $0, and why I thought that was certainly possible because of the circumstances when I received the coupons, and that obviously I was a bit annoyed that now I was paying all of a sudden. She was very understanding and ultimatley, in the end, without any kicking or screaming on my part, she offered me two flight vouchers for the exact price of the tickets I just purchased — basically two free tickets, to use sometime in the next two years.
I was honestly thinking she might give me $50 off or send me some coupons for a free beer on the plane, so this really went above my expectations. That single act of service made me forget about the missed flight, the rude rep, and the computer glitch. That’s what good service does — enables your customers to overlook some of your company’s faults.