I Just Work Here

A few weeks ago I met a friend for lunch at a popular restaurant. When I arrived, a couple of the servers told me that a fire broke out in the kitchen and that, though the damage was minimal, they could not accept any customers until the city inspector came by to ensure it was safe. Though the employees were polite enough, as I watched them turn away customer after customer, it occurred to me that the restaurant missed a great opportunity to turn the mishap into a positive experience.

It was a hot day, which is typical for late May in Texas. I got there a little early, so I positioned myself under the shade of an awning until my friend arrived. As each car arrived or as each person approached the entrance, the friendly servers walked up to greet them and to tell them the unfortunate news.

All of the customers seemed very understanding, but they were noticeably a bit disappointed that they would have to make different plans for lunch.

While I waited and observed, they helpfully offered me a glass of water. I declined, but I suggested that they make the same offer -- water, lemonade, or iced tea -- to anyone who approaches. Their customers would surely appreciate it on such a hot day.

They chuckled a bit as if I were joking and continued to politely turn away customer after customer.

I never did have an opportunity make the same suggestion to the manager. He had bigger fish to fry at that moment. However, I couldn't help but think about the sad state of affairs that the employees did not feel as if they could take ownership of the customer experience to ensure the customers left feeling as if, though they couldn't get what they wanted, they could always expect to leave this restaurant more fulfilled than when they arrived.

Questions to Ponder

• Would you have handled a minor mishap any differently?
• Do you add value to your customers, no matter what?
• How do you enable your employees to take the initiative to do the same?

- Cam Beck

Image by cote.

Comments

[Kelly]

Cam,

I love your suggestion to them. Of course, we'd never expect them to take enough ownership to have thought it up themselves, but once having heard the idea I am only a bit surprised that they didn't jump on it. Lazy is rampant, and that would have been work.

The other side of the coin may be that if they had done that as a regular thing and not just for one hot uncomplaining guy, it might have been a violation of some sort. If they're not allowed to seat people they might not be allowed to let anything exit the kitchen, either.

Just a thought, but they weren't having that thought. They were just gettin' by with the minimum and gettin' paid for taking it easy.

Regards,

Kelly

[Cam Beck]

Kelly - I suspect you're exactly right. It's sad, though. Initiative is a lost art.