Awhile ago....sometime in 2007, after a most horrendous eating experience at a local establishment, I decided I would try changing my tactics with dealing with bad service. Although it may seem like an insignificant movement, I've been rather satisfied with the results thus far and thought I would share.
I no longer complain about bad service. Nope, I suck it up, pay my bill, leave a marginal tip and walk away. Giving zero energy to a negative moment.
Instead I now focus on good service...in all public establishments.
For example, last night at a simple dinner. My waitress was wonderful. Spot on and did her job well. In my past, I would have paid my bill, left a hefty tip and wandered out about my own life. She would have forgotten me in 10 minutes, her boss would be oblivious to her job well done and I would be focused on my new destination.
But now, I don't think that's the case. For one, I believe I gave her a small unforgettable heart attack based on the look on her face. When she handed me my bill, I asked her to please send her manager over to my table.
She hesitated, looking a bit crestfallen, asked me "Are you unhappy about your meal? My service, is there anything I can do?" to which I smiled slightly and said, "No, but I would like to speak with your manager."
Now, I imagine in that line of service, that's about the worst thing a waitress or cook can hear from a customer, I know that, but I had a purpose, a plan..............
Lapse two minutes and a solemn looking manager and a worried looking waitress approached my table. I then proceeded to tell the manager what wonderful service his waitress had given us. They both went from smile-less souls to beaming faces of what I shall call relief, pride and good feelings.
I was thanked by the manager and the waitress and I was a satisfied soul. But the real reason I am sharing this on my journal is what happened a few minutes later.
When I was walking out, the Manager caught up with my party and stopped us. I shall let his words speak for themselves..................
He said, "Thank you again for telling me what a good job one of my staff gave. To be honest, rarely, if ever does that happen. The only thing I ever hear is when someone's order is wrong, a waiter or waitress isn't doing what the customer thinks is a good job, or someone is unhappy with their food. I'm just amazed and very grateful someone took the time to tell me such a good thing. Thank You soooo much"
He's right you know. I used to be the Manager of an establishment. I had 25 employee's to be accountable for and all I ever heard was the negative from customers. Once in a VERY great moon would someone just stop by to tell me something nice............
It's a great thing to tell a person they did a wonderful job......it's an amazing thing to tell someones 'boss' who may not even realize it, or hear about it. A boss only has two eye's. (And the ability to give a person a raise, or positive notation in an employee file)
Try it sometime....
give someone a heart attack....
then make their day, just because you can~~
P.S. This concept works in many various places. Dinning. Home Depot. Hair Salon. Grocery Stores. If it's a service center....there's a manager who would love to hear something nice about one of their own and an employee who could use kind words to make the job alittle easier~
33 comments:
Taking note of what's happening around us offers us opportunities to bless somebody. Once, while my husband and I were truckers, we were eating dinner at a truck stop. The place was very busy and our waitress was almost in tears. She spilled the water, called our order in wrong, but explained she was new and doing her best. I told her not to worry about it, that new jobs are difficult. I heard her reply softly when people yelled at her, saw her wipe tears from her face many times but she kept serving people, doing the best she could. When I was finished eating I went to the register stand where they had these assorted magnets with wonderful sayings on them. I bought the waitress one that had a red rose on it and said, ""I so admire strong people." I put it in a small bag and tucked a note in with it that said," When you wake up tomorrow today will be behind you...and the job will be much easier. I think you did a great job on your first day.
I handed her the bag before we left, didn't have time to wait to see what her reaction was, but I'm pretty sure I know. Many years ago, a man went out of his way to tell me I'd done a great job on MY first day at work. I never forgot how that made me feel, how much confidence it gave me.
You're right. People Do appreciate it.
Hope you're having an AWESOME day.
Barb- http://journals.aol.com/barbpinion/HEYLETSTALK
That's a great idea, and I will do it next time we have great service somewhere. ~~Kath~~
What a great way to start my Sunday.
Rebecca,
I couldn't agree more. I worked in the retail environment for over 30 years. I know how much one nice comment means to the attitude of everybody working there. It is so easy to complain, that is why most people do it. It is also easy to hop on the band wagon and agree. Most people don't realize how much damage can be done by criticzing, condemning and complaining. More people should pick up the old book by Dale Carnegie, "How to Win Friends and Influence People". Although written in the 30's the points in the book still hold today.
Thank you for sharing your experience with us. Now I'll go out and find someone doing a good job.
Smiles,
David
It does make quite a difference. I worked for a caterer, was a wedding/party planner for years..I would have some of my clients write thank you notes for the services I/my staff rendered and it made our day. Simple kindness goes a long way....be well..Sandi
I love to give lavish praise about good service, have even wrote to companies a time or two when I found a new wonderful product. But have never thought of calling a manager over. I suppose if you had the servers name you could mail in a note and avoid a heart attack, but yet there is something magical about hearing the praise and hearing it in front of management. - Barbara
What a concept! Such a simple gesture can mean so much. I waitressed for many years, and not once did something like this happen to me. Sure, I received a hefty tip once in a while.. Even a fifty dollar tip from a single customer one time, and that 'bout knocked me to my knees. But sometimes, rarely, words speak louder than actions.
I'll remember this, Rebecca. You can count on it.
Michelle
Bloody brilliant, you have taught me a Brit something to try next time I get good service. What do we do if she/he does have a heart attack?
Gaz
PS, I found you from Marc's blog.
Now there's an idea, Rebecca :-))
God Bless you Rebecca! Being a waittress (Mom full-time, waittress part time) it is truly a gift when someone does do something nice like that! You know, I think if a customer left me a 15% tip but told my manager how wonderful I was-I would be happy. Cash is good but praise means a whole lot too!
Sometimes I write little notes on the check or the napkin and say thanks or good job! I hope more people catch on to this Rebecca-little acts of kindness like that-postitive instead of negative-that is what it all about!! Bravo my friend! Bravo!
My husband and I did this recently when we went out to eat. The manager and the waitress were so pleased. Afterward he took her aside and talked to her for awhile. I wondered what he was saying to her. I can only imagine he was praising her, which made me very happy...
Krissy :)
http://journals.aol.com/fisherkristina/SometimesIThink
Hi, just wondering how you found my Writers Critique Group Entry. Also, are you in a Writers Critique Group? Does it keep you accountable, and do you get a lot out of it? Has it helped you publish? (not that that is the end all, necessarily). Okay, enough with the questions! Thanks for stopping by my blog.
Krissy :)
http://journals.aol.com/fisherkristina/SometimesIThink
You and I would so be really good friends, m'dear... I began this very same approach years ago, after waitressing through most of college...it truly gives one a better perspective... I too "give heart attacks" as often as I can, where I can...sort of a pay it forward tactic...that's free...and so full of riches. ;) C.
You are a woman after my own heart. It just makes everyone feel good! This should be a national movement.--Sheria
http://sheriareid.wordpress.com
Hello. I have to say that it was nice what you did for that waitress. I am sure that you telling her manager what a great job she did that made her day and it made her feel good. I highly suspect that her manager will probably give her a raise out of what you told him. I am glad you did what you did for the waitress. She was probably needing someone to tell her manager what a good job she was doing at her job.
At my job my coworkers and I are used to people complaining about something at my work. We are used to getting calls about something someone wants or needs or would like. We haven't had someone to call our manager and say what a good job we are doing.
I think that your taking the time to ask the waitress for her manager just to tell him what a good job the waitress was doing was a huge thing because it shows that sometimes we forget to appreciate the things people do. We forget to tell someone when they have done a wonderful job or that we appreciate the hard work they have done.
For the waitress who served you I would like to say thank you and I think you should go back to the place and ask for that waitress that you had that would certainly make her day I'm sure. We need more people like you around in the world.
Do take care
This is a wonderful thing to do. I don't think it is ever wrong to let someone know how much you appreciate all that they have done. I wish more people did it! thanks so much for sharing this with us!
Marie
http://journals.aol.co.uk/mariealicejoan/MariesMuses/
what a great thing to do:)
Deb
What a great dea, rewarding good service. You didn't have to scare the poor girl half out of her skull though. You might have said, "I'd like to talk to the manager TO TELL HOW GOOD THE SERIVCE WAS."
Great plan...ignore poor service and praise ood service..
As a manager in the service industry I rarely if ever get a compliment on my staff, even if they bend over backwards. The rare good word is appreciated by everyone. It's a nice thing you did and I applaud you.
Dan
http://journals.aol.com/slapinions/Slap-Inionscom
I love doing this.
I've gone as far to write letters to corporate offices for extraordinary service. For example, our local UPS store is managed by the most awesome woman. She knows all of her regulars by name, tries to get you the most expedient, cost effective options, and can handle a crowd while keeping her smile. I wrote to their headquarters, bragging on how great she is.
I also like to comment to service staff, when I've seen them endure some unholy asswipe. Something like, "I have to commend you for keeping your cool and handling that customer so professionally!". You can see your words revitalize them and pick them up a bit.
Chris
http://inanethoughtsandinsaneramblings.blogspot.com
Wow. What a wonderful suggestion and I have found myself doing it quite often. I always hope that as I brighten someone else's day, that it trickles to the next person, and the next person and so on. The pay it forward mentality.
Hugs,
Gina
I did that to a girl working in a restaurant... I thought she was going to cry. You're right... doing things like that are seldom done and yet desperately needed... hope you're having a good '08 Take care, Mik
I think that is excellent advice. I have always been the type of person to give positive and negative feedback and I do it often. I have wrote e-mails, called managers, took surveys.. and so on. I was in Lowes one day and received excellent service from an employee and made sure her boss knew about it. I couldn't believe how patient and understanding the lady was with me.. I really had no clue what I was talking about it but SHE figured it out lol. Thanks for stopping by my journal. i am adding you to my alerts. -Missy
"while a flower could not feed a family of four, it has the power to satisfy the hunger of the world for it's beauty"---- Marc
Rebecca, --it's your delicate and simply beautiful side that makes such a great impact..Once again, you have demonstrated by example!
Yes, I too have gone the "extra mile" to show my appreciation for the consideration and attentiveness...Why, I have even proposed to a few of them!!
Peace and all wonderful things! Marc :)
I agree...I used to be a waitress..so when I get good service I tell the manager most of the time too! I hope all is well with you my friend...wishing you the best this year! Hugs,TerryAnn
What a clever way of making someone' s day!
I was at the grocery store tonight and the cashier was so damn rude, I went out of the store in such a bad mood and said to myself I would call tomorrow and complain. She was beyond rude she was evil or I would have just shrugged it off. But after reading this I realize its not worth it.
And I will be sure to go beyond just a thank you now.
~ Jenny
Hello,
After reading your comment and giving my thoughts you got me to thinking.
For a while my new supervisor and I had NOT been getting along. My first impression of him was wrong and I had been treating him rather unkindly which got me to feeling horrible and I was thinking about your entry.
I did go to my supervisor and we talked things out and we are getting along quite well. We joke around with eachother and we make eachother laugh and I realized what a nice guy he was and I have to say that I am glad I read your entry.
I was thinking all night about your entry and it had inspired me to talk to my supervisor the very next day. I do have to thank you for sharing the entry and how it got me to thinking.
I am so glad you are here at J-Land. Thanks again.
Great point!
I am one of those people who is more than willing to complain if I get bad service. (Not if it is just mediocre service, it has to be BAD for me to complain.) And I am not altogether unwilling to stop letting a manager know when someone in the service industry has a bad attitude or something else is terribly wrong, I don't make enough money to pay for that kind of experience.
However, I do believe a pat on the back it worth more than 100 complaints. Letting someone know they did a good job, beyond giving them a good tip, publicly accomplishes several things. Makes everyone feel good, gives an opportunity to the person providing the good service to get the recognition they deserve, and lets those around them who might not be providing the same quality of service that there are definite rewards for doing your job with a flair of excellence. :)
You know the saying: "In the long run, the pessimist may be proven right, but the optimist has a better time on the trip." ;)
Dawn
http://dawnallynn.blogspot.com/
What a great lesson for all of us. I very rarely will complain if my service hasn't been top notch, because I like to give the person the benefit of the doubt, but then again, I rarely go to the trouble to give a lot of praise, either; just leave a good tip and a big thank you. I like what you did, and I'm very glad that you shared this with all of us.
Lori
It is so true... I try to do that, whenever I can!!! It means so much!
Thank you for the note and the charm... I held it and 'hoped' quite a bit... thankfully, all is well with my sweet Libby!
be well,
Dawn
http://journals.aol.com/princesssaurora/CarpeDiem/
I am going to do that...thank you for spreading a good idea.
Marti
I couldn't help but think of this entry the last time we went out to eat....It was one of our favorite restaurants and we ended up with slightly over-cooked, almost burnt food....
Almost all the waitresses know us there and even greet Pickles by her name. When our waitress came by she asked how the food was. Doc replied in the nicest, sweetest demeanor "The service is great, the food not so much" and showed her the backside of a burnt hamburger. She apologized, even offering to replace his meal. Both Doc and I knew this was unusual to end up with food like that and said no problem it was quite alright, we didn't want her to have to go to any trouble. A few minutes later the manager came out and apologized. We told him it was "really" ok....we understand this isn't the normal faire there.
A few minutes later the waitress came around and said you two are the nicest people....the manager was embarrassed of the food you were served and is right now chewing out the cook. We asked once again, "This didn't cause you any grief did it"....she said no, it needed to be set right.
In other words, I think we had more accomplished by being polite about the whole incident than if we had been rude and obnoxious about our food and service....(Hugs) Indigo
http://journals.aol.com/rdautumnsage/ravens-lament/
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