Adrian Charlie’s last guest post took us down a dark path of bad customer service. Can part two take us to a land of engagement, leadership and assistance? Read on:
The next morning I found a DM from Swans: “The GM of Swans, Janina Ceglarz, would like to address your issue personally. Please call xxx-xxxx, or tweet your # & she will call you asap.”
I called Janina in the morning and she listened to my 15-20 minute re-cap of what happened. Janina did not interrupt me a single time, she listened, expressed empathy and agreed with me. Her first words after my rant, “First off, I am very sorry for what you have gone through.” She later admitted the staff could have handled things much better. She provided me with several examples of what she would have done differently, including “Hello folks I’m sorry to ask, we have a large party coming in and in exchange for your table, please allow me to buy you a round of drinks.” I thought “WOW, Janina is a customer service all-star!!” She had several other examples, she finished with “I am going to ensure all staff receives coaching on how to handle these types of situations.”
Janina added, “The only part that bothers me is that you left without seeing the bill first. In the future, if this happens at any establishment, pay the bill and ask to speak with the GM the next day.” Janina offered me a gift certificate in the amount of my original bill and she invited me back. She made me feel like I was being invited back to someone’s home. She had a nurturing, caring approach to her customer service. It makes me wonder, are customer service all-stars born? Or are customer all-stars trained? A combination of the two?
Janina did everything possible to turn things around for me: she listened, she expressed empathy, she made a promise and delivered on that promise, she invited me back, and she even asked me to give her a head’s up if I do return so she can meet me.
Lessons learned from my story: pay the bill in full, leave no tip and ask for a general manager the next day. Never back away from providing constructive feedback to a business, including positive feedback. The situation listed above is an opportunity for the business to turn things around and train their staff on how to better.
Thanks for sharing this Adrian. Sounds like the manager stepped up, but was it enough? Will you go back? Should you?
I asked Adrian to rate this and he gave it a Booty Call – If I don’t have anything else better going on, I’ll stop by. This obviously would have been a lower grade if not for the GM’s engagement. Unfortunately, it might have been a “too little, too late” scenario (though you should pay your bill before leaving no matter the service).