The customer is always right… until they are wrong. In the service industry, perception is everything, whether the customer’s impressions that they are not getting their money’s worth or the staff’s attitudes towards their job and their mindsets is right.
How you manage those perceptions defines your business.
Having spent the festive season in Joburg, and experiencing a range of service levels, a few observations spring to mind:
Tipping is not mandatory: Montecasino’s Piazza before Christmas was packed with out-of-towners, both foreigners and locals. The Christmas market has become a big attraction, which benefited from fabulous weather and a festive atmosphere.
Our family from the UK booked a table for about 16, adults and children. In the scheme of things, large tables are easier to deal with – properly handled, they tend to be quite forgiving and lucrative.
But not so if, on arrival, menus are dispensed and the table’s then forgotten. Or, when drinks are ordered and the host is forced to ask three times for his cold beverage.
Staff congregate at the entrance, not paying attention to the tables. For service, we have to flag people down or call them.
The bathrooms have no liquid hand soap. Plates are forgotten on the table long after they have been consumed, as are refreshments, on a punishingly hot day. And no manager is in sight to check that everything is to guests’ satisfaction.
They may well have a captive audience, however, staff should be more invested in their customers and teamwork.
Whatever happened to the “two-minute rule” to check on the tables within minutes of the food having arrived?
Herein lies the problem: the 10 percent automatic service charge might protect staff, who often invest the better part of their shifts on a few such tables.
Those who do the work should be reimbursed. South Africa does not have a mandatory tipping system, which is why waiters should be supported at some level.
But if they are really terrible why should they benefit from the fact they served more than eight people? No one can force you to pay the tip. Gratuity is controversial but it is ultimately still mandatory and at your discretion.
Service with a smile: Why is no one investing in their jobs any more? If your job feels like a chore, then it’s not for you.
Plenty of people need work and if a particular job is not a good fit, rather try something else.
On New Year’s Eve, we were exhausted from shopping, and wanted a quick bite, so we headed to Doppio Zero in Sandton City.
Courteously greeted at the door, the hostess politely asked us to order within 15 minutes because staff needed to go home. Fair enough. She gave us menus, took our drink orders and our waiter appeared within a minute. So we ordered quickly, ate and left.
Despite the time pressure, we still felt welcomed and the manager took an interest checking on each table. You don’t see that nearly enough. And whatever happened to service with a smile?
Couldn’t care: After a day at the amusement park, the Ocean Basket at the relaunched Gold Reef City seemed like a good choice. But no one greeted guests at the door so we were about to pick a table before anyone asked lethargically if they could help. We changed our minds and took our business to an often safe bet, Calisto’s, instead.
They weren’t perfect, but they were accommodating and friendly, which goes a long way.
Flawless: The highlight has to be the Fishmonger in Illovo, where our waiter told us about “his” catch of the day and “his” specials – a sign that he is invested in the business enough to feel part of it.
And while the Fishmonger’s food cannot be faulted, their service leaves a lasting impression.
Customers might be difficult but in this business environment, they are likely to become even more demanding. Or simply vote with their feet. As they should.