The other day I was at a local neighborhood vegetarian cafe. It is owned and operated by my former caterer. His food has always been great, but customer service sometimes questionable.
Are You Taking a Bite Out of Your Business?For example, there was the last party he catered for me, food was divine, mouth watering bite-size appetizers including such delicious morsels as brie with apricot preserves in fluted pastry shells, mini chicken kebobs, and sliced pear on brioche with blue cheese.
When I looked around at the halfway point to locate Chip since we had a couple of empty platters, I couldn’t find him in the kitchen or dining room. I did notice and removed a large pile of his business cards from the table (I had not been asked and didn’t think it was appropriate.) Imagine my surprise when I noticed him comfortably sitting in the living room talking with one of my guests, and acting a lot like a guest!
He must have been confused about what customer service means and decided that he was done for the night and could himself act like a customer and be served.
Well, he got out of the catering business, and moved instead to private dinner parties and the cafe. I’ve been in a time or two for take out. I figure with that, I don’t need service, just good food. I noticed Chip seated with a vendor, not a guest, very focused on whatever the vendor was selling him. There was no one at the counter. I pulled seven containers from the deli case for take out and in the mean time another customer came up to the counter.
She was standing there and no one was paying any attention. I leaned in and asked if she’d been helped, knowing she had not. She said, “no.” I stepped over and tapped Chip on the shoulder and motioned that we both were waiting. He looked startled, got up and yelled to his folks in the back to come out. I was stunned. He then promptly turned and went to rejoin his vendor. REALLY?
I couldn’t believe that he didn’t take care of us directly and apologize. I then remembered the party. He doesn’t realize that the business owner is the lead in the business and sets the tone for all interactions. He somehow mistakenly believes he is a guest in his own business. In the process he is taking a big bite out of his business. Unfortunately since like attracts like, his service staff are not particularly gracious, friendly, or worth returning for.
Despite the great gluten free, dairy free, soy free shakes he produces and vegetarian cuisine, I’ll be hard pressed to spend anymore money with him, I can’t support his attitude. In fact, I’ve actually been stewing over this for a couple of days because it is such an incredible lesson in HOW NOT TO TREAT CUSTOMERS AND CLIENTS.
I’D LOVE YOUR THOUGHTS AND EXPERIENCES ON CUSTOMER SERVICE IN COMMENTS BELOW!
I think the issue here is what business he thought he was in!
I read a story about the CEO of Rolex explaining that he was not in the watch business – he was in the luxury business.
I think we have a similar situation here. You think Chip is in one business and he thinks her is in a different one!
I am in the UK and here hoteliers will tell you that they are in the hospitality business and not the hotel business.
I think Chip reckons he is in the Food business or maybe that he is simply a highly accomplished chef.
And he is producing great food. For him that is all he needs to do. By those standards he is doing a great job.
From the standpoint of someone wanting hospitality he is a dismal failure.
So who is right?
Everyone!
Alex,
Well put, I have a degree in Hospitality Management but you are never in that business, you are always in the business of marketing your service, location, and product. Chip entirely forgot that.
Great to get your thoughts,
Hugs, Melissa
There are people who get it, and those who don’t.
Even basic manners, pre-historic communication skills, and common sense all focus on being present with people.
Life is choices. We choose whom we hang out with.
Good call, Melissa, on choosing to avoid his business.
It is my belief that It’s important to clean house with those who don’t bring out our best and those who disrespect our values.
Thanks Larry,
Yes, and frustrating because he has a good product. But if I were to continue patronizing his place, it would indicate that I approved and accepted bad service. NOT!
Hugs, Melissa
Thank you for the reminder lesson Melissa! I’ll be re examining how I present as a small business owner as well as all in other aspects of my life. Two years ago, I had hired a talented worker who took smoking breaks every hour and behaved like she was running the show. During the 20 months that she worked with me, she became increasingly arrogant and several clients had commented–without being solicited–that they would not put up w her behavior. I still kept this person on because if her talent. Finally a commercial client took me aside and told me that she just wasn’t worth dealing with. I have found that there are talented workers who don’t have attitude and I didn’t have to put up with an arrogant employee after all!
Tobi,
You never have to put up with substandard performance from a hire or from a vendor. There are always other opportunities even if they take time and effort to find.
Glad your commercial client spoke up and helped you see the light. You are far too talented to allow someone else to tarnish your stellar reputation.
Hugs, Melissa
Wonderful post. I think customer service should be the first thing on any business agenda. Without it, you lose customers and fail to get repeat customers. I hate when business owners do things like that and I just want to shake them and tell them that’s why they won’t be in business next year.
BK,
You said it brilliantly, “they won’t be in business next year.” It’s funny because I used to leave diatribes on napkins in restaurants when food and/or service was not up to par. I always left my phone number so they could reach out. They never did and all went out of business in 2 years or less. I was the only one speaking up, everyone else just never returned.
Hugs, Melissa
Another great article that is right on target! As others stated, we have all been on the receiving end of “poor” service and know what not to do. In my business I value my clientele and work hard at keeping their trust and business. And I’m glad to admit I get compliments regularly about my honesty, integrity and professionalism in my work.
In my previous business, I taught customer services classes. I was always amazed at how many people never heard of many of the customer service strategies and behaviors that were to me just plain old common sense.
I think the conventional wisdom…we never learn from history…applies to your guy!!
Louise,
Always good to hear from you. Yes, common sense is in very short supply these days, gives some of us a chance to teach the basics!
Hugs, Melissa
Great post, Melissa. I think forgetting you are the owner and not the customer can show up in a lot of ways, some far less obvious than in Chip’s case.
For example, in my profession as a healer, it can show up as not having good professional boundaries with clients, spending sessions chatting about what’s going on in one’s own life instead of being present for the client and keeping the attention and intention on their healing process, and not taking a leadership role with clients (say by not asking them to invest time and money into their healing, letting them blow-off appointments, and generally hanging out in “friend” mode, vs. professional mode).
Full disclosure – I’ve made all of these mistakes over my years in business, and I appreciate the reminder to pay attention and be a leader, professional and role-model in my business.
Thanks, Melissa!
Michelle,
Well said, boundaries are very important, had to fire a couple of clients in my design business when they began devouring my peace of mind, it’s not for sale!
Hugs, Melissa
Melissa,
Substandard seems to be the standard far too often these days. I use these experiences as “teachable moments”, especially if the proprietor is the culprit. (Guessing less than a 10% effective rate but I do it anyway).
I don’t know how you keep up with everything, but here is one of my favorites from years ago…
A friend and I had next to zero service at lunch in a nice restaurant we frequented. Safe to say, we didn’t ‘look like money’ so the server assumed poor tip.
We left a very generous tip, went back the next day (cleaned up and not looking like bums), requested the same server who remembered us and the tip then proceeded to worship our patronage and give us the service we I expect every time.
When finished, I shook the servers hand, thanked him and told him the tip we left yesterday was for the service we got today. Maybe he learned, maybe he didn’t.
Hugs to you Melissa.
David,
That is brilliant!! Thank you so much for sharing that story. I may reenact it sometime.
Hugs, Melissa
Good reminder of what sales is all about. I try to impress on my colleagues that we don’t just “sell” leather bags and the importantce of a strong reputation for customer service. Don’t just return emails, reach out with phone calls and always give a personal touch.
I invite you to visit our site: http://www.pierotucci.com/
Thanks Donna,
Yes personal outreach does make a big difference. Glad to hear you all are doing it!
Hugs, Melissa
Hi Melissa! What a great article! I love how you add your experiences. I have been in the customer service business my whole adult life, when I was a bar manager I made everyone I hired go through customer services classes with me. This is such an important part of business.. The Attitude Of Gratitude!! Thanks for sharing. Chery 🙂
Thanks Chery,
Yes, customer service is an integral part of the relationship currency of business. Delighted to hear from such an expert in the trenches!
Hugs, Melissa
Are not these the types of businesses that eventually end up on Kitchen Nightmares?
Mohamed,
Chip’s business is way too small to be on Kitchen Nightmares and he is limited to breakfast and lunch, no dinner. His behavior and that of his staff is definitely nightmarish!
Hugs, Melissa
Can’t believe the nerve of that person. You may have great food but without good customer service, your business will fail. It may take him awhile to realize this and by then his business will be a total failure!
Lynne,
Unfortunately, or fortunately for Chip, he has a bit of a lock on the market as his place is vegetarian and there is nothing in the area like it. He seems to get away with bad service as this isn’t the first instance. GRRRRR.
Hugs, Melissa