On Aug 1, 9:30*am, "Steve B" > wrote:
> If I were to own a restaurant, I would have a training session where half of
> the servers would be customers, and half of them servers, then repeat and
> reverse the next day.
>

I would actually take them somewhere else, so that they can experience
other service, not somebody on their best behavior specifically for
the event.

For several years, my deli manager has taken us out to eat once a year
with her bonus money as a way to say thank you. One restaurant we went
to was very expensive, but the service not so great. So, we actually
had a discussion of service while at the dinner.

Years ago, I had two coworkers who had very poor customer service
attitude. They could help a customer with an order just fine. But at
night, when closing up, they would turn out the lights early, and tell
people we were closed if somebody tried to order something. They knew
not to do it in front of me, but I knew they did it when I wasn't
there. I tried to explain to them that it is frustrating for a
customer to see the salad or meat they want, see an employee right
there, and not be able to get it. IN a business to sell food, why
refuse to sell it to them?

One night, after work, we went to Dairy Queen to get a milk shake. We
hurried to get there, but they were closed already. One lady got out
to go read the time on the door so that we could try and get their
earlier next time. The manager came to the door, let us in, and made
the milkshakes. My coworkers were completely impressed and now
understood what it was like to get good service late at night. They
were much better after that. It really helped them to see it from the
customer's point of view.

wrote:

> For several years, my deli manager has taken us out to eat once a year
> with her bonus money as a way to say thank you. One restaurant we went
> to was very expensive, but the service not so great. So, we actually
> had a discussion of service while at the dinner.
>
> Years ago, I had two coworkers who had very poor customer service
> attitude. They could help a customer with an order just fine. But at
> night, when closing up, they would turn out the lights early, and tell
> people we were closed if somebody tried to order something. They knew
> not to do it in front of me, but I knew they did it when I wasn't
> there. I tried to explain to them that it is frustrating for a
> customer to see the salad or meat they want, see an employee right
> there, and not be able to get it. IN a business to sell food, why
> refuse to sell it to them?
>
> One night, after work, we went to Dairy Queen to get a milk shake. We
> hurried to get there, but they were closed already. One lady got out
> to go read the time on the door so that we could try and get their
> earlier next time. The manager came to the door, let us in, and made
> the milkshakes. My coworkers were completely impressed and now
> understood what it was like to get good service late at night. They
> were much better after that. It really helped them to see it from the
> customer's point of view.

Cool story. Coincidentally enough, I was in a restaurant a few days
ago and commented that the servers tend to be on the young side,
with not a lot of experience eating out, so they'd know what good
service (or bad) was. Some restaurants don't do enough to make
them understand.

nancy

"Nancy Young" > wrote in message
news:KEC5o.28589$X%4.20078@hurricane...
> wrote:
>
>> For several years, my deli manager has taken us out to eat once a year
>> with her bonus money as a way to say thank you. One restaurant we went
>> to was very expensive, but the service not so great. So, we actually
>> had a discussion of service while at the dinner.
>>
>> Years ago, I had two coworkers who had very poor customer service
>> attitude. They could help a customer with an order just fine. But at
>> night, when closing up, they would turn out the lights early, and tell
>> people we were closed if somebody tried to order something. They knew
>> not to do it in front of me, but I knew they did it when I wasn't
>> there. I tried to explain to them that it is frustrating for a
>> customer to see the salad or meat they want, see an employee right
>> there, and not be able to get it. IN a business to sell food, why
>> refuse to sell it to them?
>>
>> One night, after work, we went to Dairy Queen to get a milk shake. We
>> hurried to get there, but they were closed already. One lady got out
>> to go read the time on the door so that we could try and get their
>> earlier next time. The manager came to the door, let us in, and made
>> the milkshakes. My coworkers were completely impressed and now
>> understood what it was like to get good service late at night. They
>> were much better after that. It really helped them to see it from the
>> customer's point of view.
>
> Cool story. Coincidentally enough, I was in a restaurant a few days
> ago and commented that the servers tend to be on the young side,
> with not a lot of experience eating out, so they'd know what good
> service (or bad) was. Some restaurants don't do enough to make
> them understand.
>
> nancy

And some are so compound stupid that they don't know that they don't know
that the better they are at serving, the better their tip is. They think
they get paid and tipped for just being there.

Steve

visit my blog at http://cabgbypasssurgery.com

On Aug 2, 10:06*am, "Steve B" > wrote:
> "Nancy Young" > wrote in message
>
> news:KEC5o.28589$X%4.20078@hurricane...
>
>
>
> > wrote:
>
> >> For several years, my deli manager has taken us out to eat once a year
> >> with her bonus money as a way to say thank you. One restaurant we went
> >> to was very expensive, but the service not so great. So, we actually
> >> had a discussion of service while at the dinner.
>
> >> Years ago, I had two coworkers who had very poor customer service
> >> attitude. They could help a customer with an order just fine. But at
> >> night, when closing up, they would turn out the lights early, and tell
> >> people we were closed if somebody tried to order something. They knew
> >> not to do it in front of me, but I knew they did it when I wasn't
> >> there. I tried to explain to them that it is frustrating for a
> >> customer to see the salad or meat they want, see an employee right
> >> there, and not be able to get it. IN a business to sell food, why
> >> refuse to sell it *to them?
>
> >> One night, after work, we went to Dairy Queen to get a milk shake. We
> >> hurried to get there, but they were closed already. One lady got out
> >> to go read the time on the door so that we could try and get their
> >> earlier next time. The manager came to the door, let us in, and made
> >> the milkshakes. My coworkers were completely impressed and now
> >> understood what it was like to get good service late at night. They
> >> were much better after that. It really helped them to see it from the
> >> customer's point of view.
>
> > Cool story. *Coincidentally enough, I was in a restaurant a few days
> > ago and commented that the servers tend to be on the young side,
> > with not a lot of experience eating out, so they'd know what good
> > service (or bad) was. *Some restaurants don't do enough to make
> > them understand.
>
> > nancy
>
> And some are so compound stupid that they don't know that they don't know
> that the better they are at serving, the better their tip is. *They think
> they get paid and tipped for just being there.
>

Not all servers earn tips. My story above was about deli clerks. We
can get fired for accepting a tip. We're supposed to provide good
service because that is our job.

> wrote in message
...
On Aug 2, 10:06 am, "Steve B" > wrote:
> "Nancy Young" > wrote in message
>
> news:KEC5o.28589$X%4.20078@hurricane...
>
>
>
> > wrote:
>
> >> For several years, my deli manager has taken us out to eat once a year
> >> with her bonus money as a way to say thank you. One restaurant we went
> >> to was very expensive, but the service not so great. So, we actually
> >> had a discussion of service while at the dinner.
>
> >> Years ago, I had two coworkers who had very poor customer service
> >> attitude. They could help a customer with an order just fine. But at
> >> night, when closing up, they would turn out the lights early, and tell
> >> people we were closed if somebody tried to order something. They knew
> >> not to do it in front of me, but I knew they did it when I wasn't
> >> there. I tried to explain to them that it is frustrating for a
> >> customer to see the salad or meat they want, see an employee right
> >> there, and not be able to get it. IN a business to sell food, why
> >> refuse to sell it to them?
>
> >> One night, after work, we went to Dairy Queen to get a milk shake. We
> >> hurried to get there, but they were closed already. One lady got out
> >> to go read the time on the door so that we could try and get their
> >> earlier next time. The manager came to the door, let us in, and made
> >> the milkshakes. My coworkers were completely impressed and now
> >> understood what it was like to get good service late at night. They
> >> were much better after that. It really helped them to see it from the
> >> customer's point of view.
>
> > Cool story. Coincidentally enough, I was in a restaurant a few days
> > ago and commented that the servers tend to be on the young side,
> > with not a lot of experience eating out, so they'd know what good
> > service (or bad) was. Some restaurants don't do enough to make
> > them understand.
>
> > nancy
>
> And some are so compound stupid that they don't know that they don't know
> that the better they are at serving, the better their tip is. They think
> they get paid and tipped for just being there.
>

Not all servers earn tips. My story above was about deli clerks. We
can get fired for accepting a tip. We're supposed to provide good
service because that is our job.

reply: People can get fired for taking tips? If I knew that, I would not
patronize the place. And I would tell the owner why.

Steve

visit my blog at http://cabgbypasssurgery.com

Sounds like synergy among/between all employees and the customers is the main ingredient. Easier said than done, though. How does an owner make that happen?