Here Goes Nothing

Ok folks...here it goes...I am tired of occasionally getting on my soapbox about customer service. So, today, after seeing Julie and Julia last night, I decided that I, too, can blog. My intention here is to blog about the service that I have received at various locations. I want readers to be made aware of the places in town that offer good service and not-so-good. I am hoping that eventually it could become a guide to customers, employers, and employees about what customer service is and how to achieve it.

I have thought several times about how this could turn out to be much like a mystery shopper, but I am hoping that it eventually turns out to be much more.

With that being said, I would like to start with my first two happenings this weekend.

Last night, my husband took me out to dinner to the Texas Roadhouse. We have been a few times in the past few months and the service there has been really good every time. Last night was a different story. Our servers name was Eric and he was anything but excited to have us there. As the hostess walked us to our table, I saw him with a group of co-workers and he rolled his eyes at the hostess as she seated us. I didn't take this into account until he showed up at our table as our server. We were not greeted with a welcoming smile, only a straight face and a quick, "What can I get you to drink?" We told him our choices and he just walked away. Now for most, this might seem normal. However, being a server and having been one for several years, this is not what one should expect. This is where I will take you on a little bunny trail.

I have only ever worked at one resteraunt and we are taught the 9 steps of service. The first of which begin with greeting your table (with a smile), informing your guest of any specials you might be offering, and then suggesting drinks (i.e. Would you like to start off with a tea or a coke?). The next step would be to suggest some appetizers and see if your guests would be interested.

So, back to the story, this never happened. He simply returned with our drinks and proceeded to ask what we wanted, again with a straight-face and a monotone voice. Without getting into bite-by-bite details, I will let you know that the rest of the evening proceeded in this manner. When we did stop Eric to ask for anything, he never said a word and when returning to the table with the requested item it was plopped on the table without a word and an abrupt exit from the table. He never came to check to see how our food tasted, never asked if we were going to want any dessert and simply flipped the check out on the table when he thought it was time. We were never thanked for coming in and dining with him or invited to join him again. Only out of the kindness of my heart, did I leave him a minimum 10% tip.

Some of you might be thinking...10%...that is pretty good. Well, in my server mind, it isn't. You see, most servers only get paid about $2.13 an hour plus their tips. So, I know how hard it is to wait on tables and not get any tips.

With this having happened, we were in for a repeat performance when we went to breakfast this morning. Kayla, at the Waffle Shoppe, could not have been any more pleased to see us then a teacher to see rain on the day of a field trip. The only reason I knew her name was because of the receipt she handed me at the end of our meal. No greeting, no smile, just looming over our table waiting for us to tell her our drinks. After dropping off our drinks, she proceeded to clean off a couple of tables behind us. We arrived at a time when the dining room was quite full and we really had no choice where to sit. Unfortunately, my husband ended up right next to the cart where they put their dirty dishes. Kayla was apparently clueless and thought that throwing the dishes into the buckets would have no effect on our table. Needless to say, hubby was hit more than once with projectile fluids from the dishes and buckets.

Several mintues later, she returned to get our order and didn't even say a word. She just stood there with pen and paper ready staring me down. So, we gave her our orders and she walked away. By now, my husband's drink was almost gone. The food took much longer than expected to come to our table. We were more than half-done with our food when she asked if my husband would like a refill. She came back with another drink and dropped it off so quickly I was not even sure it would stay on the table. I looked up and she was already at another table. So, I guess you get the idea that this wasn't going well either. It didn't and after my disgust, I have come to terms that if a server is not willing to work for the money I am "supposed" to be leaving them, then there is no reason to leave that money. It is not my fault that they are choosing to survive on their $2.13 an hour! Much to my chagrin, Kayla helped us at the register and my newly-made-up mind gave in and left her $1.00. So, better luck next time self!

Now, that I have rambled on for my first blog ever...LOL

I just want to be able to tell people about my experiences and let them know what they should and should not expect. We, as a society, have become painfully tolerant and are not even realizing that we are the ones suffering for it. Be bold, and stand up for what you should be getting. We are often in too big of a hurry or don't want to be criticized for telling someone that they are not giving the service they should. So, this is my goal...we'll see what happens!

Good Night!