6 Comments

  1. 5/20/2013
    Reply

    The worst is when I used to receive the verbal tip. I could see it coming a mile away. The customers which happen to notice the extra effort you put into the experience, but tip horribly. i.e. the Verbal Tip. ARG.

    I like this article/little essay because good service is an investment and investing does cost money! So Yes! Good customer service does cost money. Plain and Simple. Everyone agrees customer service is important, but few are willing to step up to the $bill….Nice work, Brooke.

  2. 6/13/2013
    Reply

    Hi Brooke,

    Thanks for so eloquently stating something I’ve been thinking a lot about these days.

    It’s true that good customer service is very hard to find. Unfortunately like you said, many companies aren’t willing to put the energy into training or retaining good help. Probably a result of our culture of looking at the short term results, while not taking into consideration the long term consequences.

    The restaurant business in the USA to a large degree is doing better on this front than other industries since frequently a servers’ take home pay is closely related to his service. A great incentive to put in that smile even when you are having a bad day.

    Unfortunately in other industries where one’s fortune isn’t so closely related to putting yourself in the others’ shoes, companies have to come up with other ways to motivate their employees.

    Since you’ve spent some time in Italy, I’m also curious to hear your opinion on customer service there. I spent most of my time in Milan, unfortunately from my experience outside of the mom and pop operation, customer service there was deplorable… Do you agree, and if so why?

    – FlirtyFoodie

    • 6/16/2013
      Reply

      Thanks Flirty Foodie!

      I was really happy with the service in Italy. People were very attentive. Or they were quaintly straightforward and unafraid of being seen as rude: they were very clear about what kind of behavior they wouldn’t tolerate. We found great service in the small towns and sometimes (less frequently) in the major cities.

  3. 8/9/2013
    Reply

    Good day Brooke. I must say I enjoyed reading your article. It really brings joy to find someone who feels the same way I do about the industry of Food & Beverages.

    Empathy, passion, love and giving are traits needed to create a remarkable and unforgettable service yet far too many restaurants do not invest time in that. Singapore where I am from is a fine example. It saddens me greatly that employers talk about good service, but they do not pay their waiters well, rest properly, have a regimental working environment, disregard waiters opinions, serve horrible factory-made food for chefs. It’s any wonder why the service standards in Singapore is completely empty of heart and soul. Yet we are in the hospitality industry and the culture of hospitality is completely non-existent within the the many restaurants.

    But yes, I too often found remarkable service in less dense areas closer to homes. Often only a rare find. I look forward to reading more articles from you and I truly hope that I would get the chance to connect with you and share much of the F&B industry in Singapore with you.
    I too have the growing ambition to make F&B a reputable career choice for all and you and your knowledge and what you want to achieve has really hit the mark of what I truly respect as a restaurant consultant.

    Thank you so much for doing what you do. I truly appreciate having to find your site.

    ~Shawn

    • 8/9/2013
      Reply

      Thank you Shawn for your insights on service in Singapore. I had a very different impression of Singapore and had heard it is a city built on hospitality principles. Your perspective was certainly a reality check for me! Thank you again for coming by and reading. I hope you do come back soon!
      Best,
      Brooke

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