Have you ever had a situation where you asked for something at a restaurant and it seems as if you were completely ignored or the waiter forgot your request? A few minutes latter, the same waiter will ask you if everything is fine and if he can get you anything else. Or maybe you asked for directions at an out of town hotel and the desk person says they’re new in town and doesn’t know the area. That same person also said at checking in, “If there’s anything I can do to help you, please let me know.”
Sometimes there’s a disconnect between what people say and what they do. They’re going through the motions. Yes, they’ve been trained in what to say, but it doesn’t register with them what it means in a real situation. Everything else may have been executed flawlessly – the meal, how it was prepared, timeliness, the hotel check-in process, the cleanliness of the room, etc.
I have a problem with a waiter or waitress that delivers my drink holding the glass by the rim. I don’t want their hands touching my glass at the point my mouth does. To me, this is a sign of inexperience or lack of training. Everything else may be fine but that one thing drives me crazy and no matter how the rest of the dining experience goes, that one thing will stick in my mind. The problem is, the waiter or waitress thinks this is acceptable since no one ever told them otherwise.
Make sure you understand what’s important to your customers and how to respond in different situations so you don’t blow it when the time comes!