Making the Most of the Toast

I was at a black-tie fundraiser for a non-profit organization when it happened.

The big toast was about to commence. The main speaker increased his volume as we approached the evening’s crescendo.

In moments, he would utter some triumphant words about the organization, challenge the crowd to offer even more support in the upcoming year (i.e., write an even bigger check), and offer an inspiring toast to the organization and all of its wonderful sponsors.

Then we would all celebrate by yelling “Cheers,” hoisting our glasses in the air, and throwing back some cost-effective bubbly.

(By the way, never actually speak the word ‘bubbly;’ it’s just bad form.)

As the speech waxed, servers busily filled everyone’s champagne flutes for the big toast.

And then it happened.

In the gloom of the reception hall, I saw my table’s server hover the bottle over my champagne flute. But he didn’t pour.

Instead, he stared fixedly at my glass for a moment, then whisked it away in a blur of motion. He returned a second later with (I presume) another glass, and filled it.

That was it.

I have no idea what he saw wrong with my original glass in the semi-darkness, or even how he had seen whatever it was.

But it was clear that this gentleman was looking out for me and was concerned about problems that I didn’t even know existed…THAT’S how much he cared about doing his job well.

It was a non-tipping event, so he had nothing to gain other than the satisfaction of knowing that he did his very best and maintained very high standards.

And that’s why I admired his action so much.

So Kudos, Masterson’s Catering employee.

I toast your outstanding service and dedication to quality, and I thank you for inspiring us to offer the same proactive, dedicated service to our clients.



The Sweet, Misunderstood Waitress (from Hell)

Maybe it was the way you buried your face in your hands when we said, “Party of ten.”

Or maybe it was when we had to ask you for chips and salsa that other tables had, and you sort of groaned before begrudgingly conceding that okay, you guessed we could have some.

Or maybe it was finding one of your hairs in our chips.

Or perhaps it was when your co-workers auctioned-off our food, forgot a few items, and messed up some entrées, because, as you later explained, you were “sitting out back, taking a break.”

It could also have been our need to request silverware so that we could eat, the way you disappeared during long stretches of the meal, or the general lack of attention we received in a restaurant otherwise empty.

Whatever the cause, I felt like you didn’t care about our comfort at all.

But then I got your check with the sweet hand-written note wishing me a great day and thanking me for coming in.

And so I lingered behind my group to talk with you, and I realized that you didn’t hate us at all.

You had started your shift at 7am, and we walked in at 1:30 with a daunting group of ten. You were tired, ready to go home, and eager to enjoy the holiday weekend.

And after talking with you, I truly believe that you sincerely, genuinely hoped we enjoyed our meal at your restaurant, and that you really wanted it to be an enjoyable experience for us.

But I have to ask: Other than your heart being in the right place, what did you do to make our stay enjoyable?

* * * * * * *

And once again, I’m reminded of why feedback is so crucial.

You never realized how unwelcomed we felt because of your poor body language, ungracious behavior, and inept apologies.

You had no idea how frustrated we were, being neglected at some moments and poorly serviced at others.

And you have no idea that I’m writing this in complete sympathy, because your employer is clearly not investing in any sort of mystery shopping or customer feedback program to give you the tools you need to improve.

So you remain unaware of your flaws and ignorant of the negative perceptions you create.  

I’ll probably never visit El Patron again. But I hope this gets to you somehow.

Because you’re a sweet kid who wants to give good service, but hasn’t received the resources and feedback to provide it just yet. 

Reader Review: IHOP

[editor’s note: one of our regular readers sent us this wonderful review of a recent IHOP experience. Thanks so much to Ch & BO for sharing!]

Our 7-year-old suggested we go to IHOP Thursday night. We ordered brinners (we all had breakfast for dinner), talked for a while, and completed all the games on the kid's menu.

After a while, our son started grousing that it was taking a long time, and he noticed that patrons seated after us were being served before us. (He's going to make a fine Mystery Shopper one day!!)

About that time, our server came by to say there was a mix-up in the kitchen, that our meals would be right, and that she was going to ask a manager to stop by the table in a few minutes.

With sincere apologies, she did everything she could to make sure we were comfortable. 

Our meals arrived and about halfway through them, the manager came by and jokingly introduced himself as having just been flown in from "corporate damage control department."

He apologized for the unacceptable delay and explained that the kitchen had made a timing mistake and become overwhelmed by a sudden rush of patrons.

Most importantly, he presented facts, not excuses. He expressed sympathy that we had to wait too long.

• And he took care of a substantial part of our meal!!!

All this without any complaint from our table – that’s just how they take care of customers.  We’ll definitely be back!

As The Magnetic Group would say…This visit: 4 Magnets

When "building rapport" goes wrong...

In addition to teaching employees about policies and procedures, managers also urge their staff to provide friendly service to clients and customers. Many managers teach employees to build rapport and make everyone feel as if they are the most important customer.

I’ve noticed a lot of employees try, but I have also seen several fail when they try too hard. When learning how to build rapport, employees need to be taught how to be personable without being too personal.

Prime example...

Recently I met my family at a restaurant. We had attentive service all night, and our waitress was extremely friendly. However, when one of us made a beer selection, she informed us that she had had ten of them the night before and then drove home.

Then she exclaimed (with a slight grin), “And we all know where you end up when you drink and drive!”

!^&?*@*!?!?!?

Next, she proceeded to justify her actions by explaining that she drove home because she got into an argument with her boyfriend.

Our mouths all dropped, and we just looked at each other. This conversation, while not acceptable during most occasions, definitely was not appropriate with a three-year-old at the table.

So a perfectly enjoyable atmosphere with a friendly server became very uncomfortable after a few inappropriate and unnecessary comments.

Some lessons:

• Match your comments to your customers
• Be yourself when interacting with customers, but be respectful
• Try to be very personable without being too personal

Change in Perspective

We all have stories about receiving bad customer service. But this is an embarrassing tale about delivering bad service.

I used to wait tables at a loud, smoky, noisy bar & grill. One night, the mayor and his two sons walked in, and much to my distress, sat at one of my tables.

These guys were infamously high-maintenance, and I knew that I was in for a rough night. Sure enough, I was constantly refilling Cokes, beers, and waters. All three ordered appetizers, entrees, and desserts, along with many other complicated and unusual requests along the way.

But how could I say no? It was the mayor.

They demanded more attention than all my other tables combined, and as the evening went on, their requests increased while my patience plummeted. 

Finally, the mayor asked for his check. As I delivered it, I saw something very shiny glistening in the middle of the table where tips go - CHANGE!?@#?!@!

The nerve!

Leaving change is the utmost insult to servers. I’d rather a customer leave nothing. And did I mention that the mayor’s bill was well over $100?

Minutes later, they gestured for yet more refills. My response? I looked away and walked into the kitchen.

A co-worker pleaded: “Colleen, it’s the mayor. You need to go refill their glasses, even if they already paid. They’re regulars here.”

But I was too exhausted and too insulted, and I refused to provide their refills.

My co-workers picked up my slack and gave friendly farewells to the mayor and his sons. Then a fellow server told me to go look at the table.

Those shiny insults of my efforts? They were dollar coins, totaling in a tip of over 30 percent.

As payment for my stubbornness, I was never allowed to serve the mayor again. 

Takeaways

• Always give your best effort, even with demanding customers
• Be motivated by the quality of your work, not the financial rewards
• Beware of dollar coins; they can cause embarrassment

Service Review: Sol Aztecas on Bardstown Rd.

After Friday’s experience at Sol Aztecas on Fourth Street, I had to see if the service we received would be the same at another location. Besides, when have I ever turned down the opportunity to dine on Mexican food? So the next day, a friend of mine and I headed out to the Bardstown Road location.

First Impressions

The first moments of any customer experience can set the tone for the entire experience. Unlike the day before, this visit started on a great note.

Upon walking in the restaurant, a sign pointed us directly to the hostess stand at the left of the entrance. There was no confusion as to where we should stand once entering the restaurant. We were greeted immediately by the hostess with a big smile and asked how many were in our party. She grabbed menus and led us to a table.

At the Table

Our server cheerfully greeted us as soon as we were seated. After taking our drink order, he didn’t just ask if we wanted an appetizer: he specifically recommended both the queso and the guacamole dips. I couldn’t resist the guacamole and gave into temptation (which was a great choice by the way!).

Our order was taken promptly, and the server checked back a couple of times to see if we needed anything and to ask how the food was. Drink refills were brought before the glasses were empty.

Our meal and service was flawless. The food tasted great and we were never left needing anything.

After paying the bill, our server brought the receipt and exclaimed, “Thanks, amigos!” I thought this was a pleasant and friendly parting acknowledgement.

A Casual Vibe

Not only did I notice an overall difference in service, but the atmosphere gave off a very positive and relaxed vibe.

The bright color schemes from the painted walls, decorations, and pictures set a friendly and welcoming tone. I noticed that the lighting was dimmer and the music softer than at Fourth Street.

The staff also seemed much more relaxed. They were dressed in blue jeans and solid polo shirts of various bright colors, unlike the solid black uniforms of the Fourth Street staff.

I could definitely see myself enjoying a nice meal with my family at this location.

Conclusion

Providing excellent customer service is a priority to the staff at Sol Aztecas on Bardstown Road. From my first steps in the door to receiving the bill, I noticed little room for improvement.

We were acknowledged immediately, all of our needs were met, the food was great, and the staff always communicated with us in a friendly manner.

I eat here often, and I’ll definitely be returning soon!

Until next time, Adios!                                 

This Visit: Four Magnets

Service Review: Sol Aztecas on 4th Street

There’s been a great buzz of excitement around the opening of the new Sol Aztecas on Fourth Street in Louisville. Everyone here is a big fan of their location on Bardstown Road, and we were thrilled to hear that one was opening just a few blocks away from our office.

The new location has great promise, but there is room for improvement in a few key service areas.

Timing is Everything

Our favorite mystery shopping clients are the ones that demand that their service be evaluated during their busiest, peak hours.

As a dedicated manager once put it: “If we can’t be at our best when we know we are going to be busy, then what good are we?”

With that in mind, our team (and a few guests) walked down to Sol Aztecas at high noon on a Friday with a party of eight.

We had called at 10:30 that morning to make a reservation but were told that lunch reservations are not accepted (a policy that may need to be reconsidered on busy days).

First Impressions

We had a very rocky start to this visit for two main reasons:

• There is no formalized greeting process
• The physical layout of the entrance needs improvement

Greeting Process

They need one. Especially for busy times.

Customers enter into a bar area. There is a register on the bar with a woman frantically ringing up tickets for every server on duty. All around, a chaotic mass of people bump into each other and wonder what’s happening, as there is no greeting process at all.

Aaron tried to request a table, but 15 minutes went by and he had never been acknowledged or spoken to in any way. He stood at the bar watching the woman at the register ring up tickets, but she never looked at him.

So not only did we not know the wait time, but no one on the staff even knew we were there. Had they acknowledged Aaron, someone could have been putting tables together for a large party. Someone could have gotten us drinks or appetizers. Taking just 20 seconds to acknowledge us would have greatly cut down our wait time and allowed them to move us along faster.

As Aaron observed: “Waiting for a seat is understandable. But waiting to just be acknowledged makes things harder on both the customers and the staff.”

This is a new location that is probably in the process of working out all the kinks, so hopefully they address the greeting process soon.

Physical Layout

Because of the confusion just inside the door, the rest of our party waited for Aaron outside.

There were no employees to encourage us to sit at the outside tables and no clearly defined waiting area.

So for the 15 minutes that Aaron waited to be greeted, the rest of us formed a huddle just outside the front door.

A few other customers gathered around us, and that’s when Sol Aztecas lost business.

We watched six pairs of potential customers approach, assess the size of our group, and decide to take their chances at another restaurant.

And the shame is that there were open two-tops inside. Had the staff been processing new customers effectively, the twelve customers who walked away could easily have been accommodated.

Seating

A staff member matter-of-factly confirmed that Aaron needed a table for eight, and then hurried away.

He returned three minutes later and asked Aaron to follow him.  Aaron turned around to motion through the window to the rest of our party. While he was doing this, the seater walked away, so we were left without our escort.

We found our table, but I hate to see service staff miss opportunities to build rapport, and the walk to the table is a great opportunity to connect with at least one member of a party.

At the Table

The service at our table was better, but by no means excellent. Our server did not introduce herself, and as the staff members do not wear name tags, so we didn't know who to ask for when we needed things.

The person assisting our server (I think he was a manager) did not consult with the server to see who ordered what, so he was forced to auction off our food instead of simply presenting it to the correct diner. The auctioning broke up our conversation and gave a haphazard impression.

No one realized we lacked silverware. We sat with our food for an awkward second or so before we took initiative and asked the server for it.

Refills were very slow, even as the crowd thinned out.

There was a confrontation with the server and expediter right next to our table (it’s never good to argue in front of customers).

Our food took a pretty long time to arrive, and our entire experience was 90 minutes.

Menu Miscellany

If you’re a fan of the Bardstown Road location, expect a different menu and a very different vibe. This location has a more upscale, urban feel to it.

It also offers a more upscale menu than that used by the Bardstown Road location.

And if you order fajitas, make sure to ask for extra tortillas, as we didn’t have nearly enough.

Conclusion

The Fourth Street Sol Aztecas' location has not been open for long, and we're sure they’re still streamlining their processes.

As the staff becomes more comfortable with their roles, they should feel less pressure, allowing them to offer friendlier, more personable service.

In the meantime, establishing a better greeting process and moving the register will definitely provide better experiences, shorten wait times, and prevent potential customers from walking away.

I bet they get there soon, but it might be too early for a great service experience just yet.

But hey, what a great excuse to go back again soon!

This visit: Two Magnets.