I have been in food and Beverage for most of my life and have owned two restaurants. It is long hard hours and much hard work if it is done correctly. I was trained in my early years by an excellent corporation. I always upheld the high standards I learned there. One of my supervisors told me to never lower my standards but to make everyone come up to mine. He was a most excellent mentor! Hardnosed and fair at all times.
Whenever my employees had a difficult, rude or obnoxious customer I always asked them to alert me immediately. Some people can be quite abusive to folks in a server capacity because they feel 'oh so superior'. Not so. I told my employees they didn't get paid enough to take abuse and that I would always handle it myself. And I did. Sometimes, the wayward customer stayed and acted more respectful, sometimes they left. Sometimes, they even apologized.
Another rule I had was that nobody ever got chewed out in front of a customer or fellow employee. If it was necessary to be corrective, I always did so in private. I think it is best to allow people to maintain their dignity and self respect. If I am out and see this happening, I will ask for the manager and leave after speaking my mind. I will also write to the corporation if it is a corporately owned establishment.
All that said....I hate the way so many allow their employees to be disrespectful because it is deplorable, sometimes. I went into a Burger King, ordered, received my food and as I was walking out I ate a fry. It was stone cold. I went back and asked if they would please replace the fries. They did and as I got to the door I decided to go back once more and state my opinion. I asked the girl if she realized she had spoken not one word to me during the ordering process, or even getting the fries replaced. Her comment? "Oh, Je-eeee-su Ch--rrist!!" Excuse me? Are we now in a worship session or are we discussing horrible customer service, still?
They do it because they can....the same reason the others treat people so badly in some situations. Those in positions of responsibility and management need to get a handle on it but are often apathetic, themselves.
Customer service and common decency have both passed on. Please observe a moment of silence in their honor. |