On my most recent work trip to Canberra I spent the majority of the day liaising with clients as well as trying to canvas for new ones. In my role I visit copious amounts of food service establishments where I interact with various people from all walks of life & social background. Establishments I visit range from local cafes, Five Star restaurants to Food & Beverage suppliers.
On this particular visit to Canberra I decided to spread my wings and sample a different café for breakfast. It was at this café where the idea was reinforced to me that an establishment is judged not by the quality of it’s product, but by the quality of its service.
Nothing is more frustrating to a customer who frequents an establishment than when they ask a simple question just be looked at with a blank stare. This particular visit to Canberra consisted of a friend & my self, meeting up for an early breakfast before proceeding to work.
After looking through the menu we both ordered the “The Big Breakfast” which consisted of eggs, buttered toast, sautéed mushrooms, grilled tomato, bacon & two sausages. We both changed the meal to suit our dietary requirements when my friend asked the question that shook the gentleman who was serving us to the very core! “What meat is in the sausages?” was the question. The only reply, “I don’t know”.
What frustrated us the most in this situation wasn’t the fact the gentleman who was waiting on our table knew nothing, but that he didn’t do anything about it! This got me thinking about the many establishments that do not adequately train their staff & educate them about the simple things. I wouldn’t have thought about this situation so much if the gentleman who we have dubbed “Mr. Knows-Nothing” would have simply responded by apologizing & by saying that he didn’t know the answer but would find it out for us. This in turn would have caused him to save face instead of appearing naïve.
This situation doesn’t just confine itself to the Hospitality industry, but appears throughout every conceivable industry. In this situation we are focusing on a waiter working in a café with a lack of knowledge about what is on the basic menu. This is a serious downfall in such a competitive industry, where if you are disappointed by one café, you can simply move on to the next.
Appropriate & adequate training combined with sufficient staff knowledge & quality service are key factors in determining the failure or success of any establishment.
The answer to our mind-boggling question: “Beef Sausages”.
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