Mephistos

Customer Service?

By Ray on May 25th, 2009

This is a total rant – so be warned – sometimes I just got to rant about something that is bugging me. What the heck has happened to customer service of late? Take that thought a step further, when was the last time the customer actually was right according to the establishment. So I am going to share a couple of experiences of late and see if what you all think.

So my first experience is from one of my favorite places for a quick bit of food, fuel, and a fizzy soda – Speedway. Prior to the merger of the two, I was a Super-America fan. My brother has worked for both, doing maintenance around the state and others, so I have always thought support the family in some way when purchasing fuel on the road (I know that seems weird). A week or so ago I stopped at the local one to get a few gallons of gas for the mower. Never had to pre-pay if you were not on the outside pumps but today, from a brand new person, I am told I have to pre-pay. As I was in a hurry it did not sit well with me, so I wanted to speak to a manager about what the deal was. You would have thought I had snakes coming out of my head when I asked for the manager. I got looks, stammers, stutters, lame explanations, but I got NO offer of let me get the manager for you. I told them as I was leaving, I wouldn’t be back if I couldn’t speak to a manager and have not. Completely realize it not going to make a difference to them, but it is principal at this point to me.

Another example from more than several weeks ago. I went into Applebee’s locally for lunch. Not my usual kind of lunch but for whatever reason it was a rough day and I needed that hour away from the office. It was a cold windy day outside, but once inside at the bar I wanted a beer with my meal. Same girl who has waited on me several times in the past then asked me for an ID. Really kind of aggravated me considering my recent realization of just how salt and pepper my beard is getting. Aggravated me even more considering that in general they never ID regulars nor anyone who looks to be over thirty. Turns out I had left my ID out in the car and given the chill in the air I felt if I was going to have to go get it I was going to go somewhere else. Now I realize that this is a legal issue, checking for an ID. However, I think a semi regular who is near forty going gray-beard deserves a bit of consideration.

I had one more, but not to be such a huge downer on everyone let me briefly mention a few. Kids working in restaurants need to act somewhat mature in front of and around the customers. If you want to cut up with your coworkers that is fine, but don’t do it at a sacrifice of customer service. Do not expect that you are going to get a tip just on principal – I tip based on level of service. It starts at 10% and goes up or down based on how friendly and what level of service I get. If I sit for very long without a drink refill your tip is going to be getting close to zero.

Do realize that I do not think every place has forgotten what customer service means. There are some stellar examples out there of great customer service. One such example not long ago was dinner I had at local place called Sutton’s. The wait staff nearly fell over themselves make sure I was content with things. Similar experience was had recently at another local establishment called La Fiesta.