Tuesday, February 3, 2009

Bad service

We're in a recession. People are supposedly looking for jobs, and yet it seems that servers, tellers and cashiers are providing some of the poorest service ever.

For instance, Scott stopped at a gas station last week. Along with buying the gas, he picked up a box of Dots, the gooey, fruit flavored variety. The cashier said, "Don't you want three boxes?"

Scott assured her that one was enough.

She said, "But they're on sale for three for a dollar." Then she admitted that she didn't know how to ring up just one box.

So he came home with three boxes of Dots.

Last Saturday, we ate with Belinda's uncles at one of the local restaurants that serves breakfasts to various coffee klatches. The service was beyond bad.

The waitress took our orders and then left. In a half an hour, she started bringing plates of food and asking who ordered, "Two eggs scrambled, bacon and white toast."

Well, no one did. But if you wanted to eat, your choice was to take it or re-order and wait for another half an hour.

The problem, however, is that after eight plates, she quit coming back to our table and started giving food to another table. Since there were 12 of us at our table, you can imagine the disbelief as my wife and I sat with nothing in front of us...and no more waitress. Luckily an aunt on a diet gave me a half a piece of unbuttered toast while I waited.

Finally, after regaining her attention, four of us re-ordered. Another 20 minutes elapsed and she started bringing us plates of food again. Not necessarily ours, but it at least it was breakfast items. So we all got served....something.

However, we began wondering how we would get our bills since the waitress obviously had no idea what food she had served and to whom.

Twenty minutes later she emerged from the kitchen with a handful of slips. Like our food, she started reading off this item and that item and waited for us to raise our hand and claim a slip. Mine totaled $7.50, which I considered "in the ballpark" for what I had ordered. However, the cup of coffee was not included on the bill. I didn't feel any need to tell her.

Before I left the table, I placed a dollar bill down and made a bet with the uncles that she wouldn't have the guts to ask us, "So how was everything."

She didn't...however, I left the dollar as a tip. Still, I couldn't imagine being this waitress. She had the plates screwed up at the table next to us as well. Think how long an eight-hour work day would be if you continually goofed up people's orders.

So where are all these people looking for work? I can remember when Patti, David and Karen's mother, was waitressing in Roundup. I don't think she ever wrote down an order and she never missed placing the right plate of food in front of the right person. She also could add up the bill and never use a calculator. Are there still waitresses like that or are they just memories, like Republicans in the White House and the Packers winning the Super Bowl?

11 comments:

Lisa Grace said...

I tend to be a little too tough about my customer service issues. I do expect great service for my loyalty as a customer. I do expect people who serve to be on top of their game and knowledgeable about the job they do. With the economy the way it is, people are cutting back on luxury items, such as eating out. People will be very choosy about their restaurants. Restaurants with servers who do not go above and beyond will find themselves short on customers.

randymeiss said...

What aggravates me is when you have a coupon and they act as if they've never seen such a thing before. Why go through the trouble of publishing a coupon if you don't bother showing employees how to correctly ring up the sale? Maybe they hope people won't want to use them. But I musn't be too general, I have had exceptional service at both of our banks and I almost always have excellent service at Kroll's Diner. Hopefully that wasn't where you had breakfast, Steve.

Beagle said...

This post reminds me of a trip with the folks to Hamilton, MT. We walked a few blocks to the local McDonalds, placed our order, then left carrying our food to the local park. When we arrived at our destination we discovered that we had two cheeseburgers, and eight fries. Obviously not what we ordered. I have had the same experiences in drive thrus. Usually I get the raw end of the deal and get some weird item that I don't intend to eat but by the time I notice the mistake I am too far away to remedy it. In my humble opinion- good resturant customer service, in additon to the correct order, is keeping my drinking glass full. A large tip awaits the person that keeps my pallet moist!

DVD said...

Powerhouse, this is for you.

After a trip to the twin cities fellow blogger JT, myself and our good buddy nate kroh were heading home, but before leaving we saw a near by McDonalds and decided to grab a bit.

JT ordered and when he flashed his debit card at the teller he said in a condescending tone, "We don't accept debit cards." WHAT!!!! Every food place in America takes a debit card expept for the McD's in the cities. JT looked as if his Elton John CD had broke..pissed off dissapointed and let me tell you, you dont want to make the powerhouse mad. The teller said in a snotty voice "There is an ATM right over there." So JT had to get some quick cash to get his breakfast food. Then Nate Kroh ordered and when his food came he must have forgotten to say he wanted his food to go because it was on a tray. So he said he needed that food to go and the cashier handed him a bag and he had to put is in the bag.

He was just hating life that day and he wasn't going to give us any customer service.

BismarckMandanBlog said...

A friend of mine is a magnet for bad service. It's fun to watch, but I have to be careful it doesn't rub off on me! I like to order first when we go out to eat together.

Anyway, this fella had a route that took him through the northwest part of the state. While commenting to a client that service at every restaurant and hotel was atrocious, he was told the reason why: "everybody who can pass a drug test is in the oil fields."

I'm an aggressive tipper, but only if my server seemed to care. Let's say they goofed up my order, but were actually concerned after learning of the error. That counts as good service, these days.

Dealing with customers isn't often a picnic, but that's why they pay people to do it. Sadly, some people forget that they've been hired to perform a service.

Here's an example of another dimension to the above statement: at various places of employment I've worked on projects for people who I didn't agree with, for political or other reasons. I set those disagreements aside; I don't work for them, I work for my employer. They hired me to do a job, and I'm going to do it to the best of my ability. The same applies to a difficult customer; do your work for your employer, not that difficult person who will (hopefully) be out of your hair as soon as you do your job and send them on their way.

Sadly, that brings us back to the issue of character. That's one of the greatest failings of the stereotypical American these days. Hopefully the people doing the really critical jobs have more concern for their performance than some of those cashiers and servers do!

Ar Vee said...

That's why I don't go out to eat much Steve.It's always like that for me.Now you know the feeling of Total Dinning Neglect.I just call it TDN.It's kinda like going to the diner to watch everyone eat.It's an empty feeling.I always think,if I were a Rock Star I bet I would get my order.I've spent alot of time on the road,alone!Now you would think if you're the only one ordering,the food would arrive.Not really,not me.I have been over-looked numerous times while my food sat getting cold,in a window between the cook and waitress.It seems like forever before the cook says"Whos is this?"The waitress never asks and the food is cold.Then the waitress slides the plate to me,swirls and is gone before I can say "ketchup".Once I ate at the same,only,restraunt in a town for several months.Every night I was ask what kind of dressing I would like for my salad.Every night I would say to the same waitress,"Italian".She replied every night "we don't have Italian".I thought maybe after I was there a month,eating breakfast and Dinner and staying in the same-owned motel someone would add Italian dressing to the list.Not so!Believe it or not,there was a grocery store,next door over,so one night I broke the cycle and walked next door and brought back Italian dressing.They put my name on it and brought it out every night after.I'll save some of my other stories about this place and others for another time lest I should use up all the space.Oprah wouldn't even believe some of this stuff.

Steve at Random said...

A couple more examples. The evening of our breakfast mess, we ate at a buffet in Mandan. Imagine this...here's a long line of people at the salad bar and the restaurant has run out of forks on a Saturday night. When we were inquired if there any forks, the lady working the salad bar said, "Sorry, looks like the demand is too high." What kind of answer is that? You took my money, give me a fork. This reminds me of a time when the kids were younger and we stopped at motel in Livingston, outside of Yellowstone Park. One of the reasons we stopped there was because the sign out front bragged about a free continental breakfast. Well, the next morning we went to breakfast only to discover the food was gone. A man in front of us inquired to the desk clerk where the muffins, fruit and yogurt might be. You could have heard a pin drop when she replied, "Every time I put food out, someone just eats it up." The man said, "That's what's supposed to happen. Your signs 'free continental breakfast' so let's get some food." She complied. Another time Derek and Scott and I walked to McDonalds to grab some lunch. This is when the Mandan McDonalds was on Main Street (now it's moved to the Strip). Anyway, they are famous for screwing up my hamburger order so when I ordered two hamburgers with just ketchup, I waited at the counter to undo the wrappers and see if they were right. They weren't. The young lady behind the counter "Oh, expletive deleted." Her boss came up and fixed my order. About 15 minutes later we saw this young girl leaving McDonalds as she quickly crossed Main Street and headed up the avenue. My guess is that my order was the last one that she got to screw up. I mean, whose shift ends at McDonalds at noon. But my wondering mind wants to know...why has service deteriorated so? Is it because of poor training? Is it because of poor pay and tips? Is it because of global warming? It it because of too many Republicans listening to Rush Limbaugh? It it because there is no work ethic? What gives? Tonight I came home from the Bismarck airport and passed up at least 40 different eateries on the route because I'm fed up with lousy service.

Ar Vee said...

Steve this is just my opinion.I hire an employee or two every year.I find folks want a job and then don't really want to work.After the first pay-check the request for days off go up dramaticly.I find now in my job at school it boils down to selfishness.Some students refuse to do everything they are asked to do but if their lunch time is 5 minutes late.The protest is unbelievable."It's a double standard",I say.You want people to work so you can eat,but you do not want to work.Without a doubt,the folks who care "little" about how they serve,want to be served with the highest standards.I also think it's what they see at home.If parents disdain serving others it will be reflected in the childs attitude thru to their adult life.On the other hand,if they see parents willing to serve.The opposite often happens and they become willing to serve and make good in the work force.Money and your willingness to give to your children has little to do with their attitude toward work.It's the example,of working(or serving),we show that affects the child.There are alot of rich kids with good work ethics.They didn't go without an I-pod but they saw how Dad and Mom came to have the resources to get it.

Ar Vee said...

Steve,every time you mention somthing it brings back another memory.Once we were seated at a restaurant and told to "Help ourselves to the salad bar".There were no Plates.No-one showed up again for ten minutes,a bus boy,we asked him for plates and waited ten more minutes before the plates arrived.After the salad was gone,The waitress then ignored us and talked to some wealthy ranchers for the next 15 minutes.This was not a big place!Two tables had patrons.I don't even remember eating.My wife asked for something that never came.I like to tip,it's part of my giving spirit.But guess what?Not this bunch!

Steve at Random said...

I heard somewhere that the word tip is actually an acronym for To Insure Promptness. I'm wondering how that works? Are to give the server a tip before we are served? or are we supposed to grade them on how good the service is? I've tried both ways and I would say the biggest reason I tip is not because of the service but because I know that servers don't even make minimum wage. The tips are really what they are working for. However, you obviously wouldn't know it based on the comments on this page. So now here's the next question -- is there a chain restaurant where you get better service than others? I would have to answer "no." What say you?

randymeiss said...

I would say no. However, it has been my experience that Kroll's Diner for the most part has always given me great service particularly the Mandan location and the North Bismarck location. I've also noticed the time of day makes a difference. The McDonald's by the Oasis Truck Stop has a wonderful lady serving the breakfast drive-thru. But I've been there over lunch break and gotten miserable treatment. I think it goes back to ArVee's comment on the way they were raised. It shouldn't surprise you that the breakfast lady was quite a bit older than the person working over lunch. My first job was at the Mandan McDonald's when they were on Main and the owner made it his personal mission to ensure everyone understood that we were there to serve the customer. There was a reason the Mandan McDonalds, at that time, was the recipient of several regional awards and consistently received "A" ratings from the corporation. When the owner moved out of state there was a very noticable drop in customer service.