poor service sucks.......

Showing Tag: "warmth" (Show all posts)

Don't grunt at me, care for me!

Posted by David McHattie on Tuesday, February 28, 2012, In : Customer Service 
We are in the hospitality industry & our role is to deliver experiences. 

Safe, clean, a smile and a greeting are base requirements as are good food & drink or a comfy bed - they are all just the table stakes! Without personality hospitality businesses are simply expensive vending machines.

All too often, I and the majority of guests are faced with - "Yes - what can I get for you?" or Yes followed by a pause as they wait to be told the order.
Unfortunately this occurs in the majority of guest ...

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Do your guests leave with a burning desire to return?

Posted by David McHattie on Tuesday, February 14, 2012, In : Customer Service 
As I walk up the path, I am spotted and she's there opening the door - the biggest smile and open welcoming demeanour.
Tea, coffee, a beer or a glass of wine? The offers start to flow even before I am settled into an extremely comfy chair.
The fire is roaring, the kitchen is a hive of activity and ohhh the smells. No menu necessary I am having the usual - the days special.
The aroma of freshly baked bread and scones is driving me wild, the stove is laden with pots of fresh veg, unctuous sauces...

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Mall à la tête

Posted by David McHattie on Wednesday, January 25, 2012, In : Customer Service 

A recent visit to a Mall offered an instructive "ugly experience" that illustrated the type of experience that could give any owner a headache. 

'Oh great no queue' I thought so I approached the counter - no welcome or hello-how-are-you.  The lady serving at the counter had her back to me and was engaged in a discussion with another team member who was facing me but he said not a thing. I was obviously invisible. They continued their little chat despite the fact I was less than 5ft away and st...
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More Matthews PLEASE

Posted by Emma Mac on Thursday, January 12, 2012, In : Customer Service 

A grey post-Christmas day in my local town returning unwanted presents amidst other equally fed-up looking shoppers - my usual pick-me in these situations is a tall skinny latte to go ( always with a straw ) from Costa or Starbucks or Nero or Pret.


I happened on the new Costa in the Parkway - was immediately faced with quite a queue and felt even more deflated.Never one to let a queue come between me and a latte I took up my place and was immediately drawn to the cheery Matthew behind the cou...


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