Re: WARNING- IMPROV ASYLUM
posted at 6/23/2009 3:37 PM EDT
Okay, in your one, particular, insanely rare, hypothetical situation you describe, where you know FOR A FACT that your customer is lying, it's okay not to do everything you can to please your customers.
You can continue to take the easy way out and just tell them to leave and call them a liar.
You do not know they didn't call ahead. You cannot prove it.
They are not required to commit your staff's name to memory so that if they are called a liar by your hostess (again, not a good idea to call a customer a liar).
They are not required to record their telephone conversation so that they can prove that they did call ahead.
There is therefore reasonable
doubt that there COULD
have been an employee error.
Do you really want to take the chance of alienating a customer and the people they're with because you THINK they're a liar?
Do you really think your other customers are going to think good things about you if you call a customer who's reservations a liar and tell them to leave?
They don't know that customer didn't make reservations. All they know is that that customer was upset, and that you called them a liar, which made them more upset, and them you threw them out.
Do you really want to take the chance that you have an employee that didn't write down the reservation, who isn't doing their job, to know that it's okay that they didn't do their job, because you will always assume they did nothing wrong. Because you assume your employees are always right and that the customer is always wrong.
THE CUSTOMER IS ALWAYS RIGHT.
CUSTOMERS ARE INNOCENT OF ALL FAULT UNTIL PROVEN GUILTY BEYOND A SHADOW OF A DOUBT!
You cannot convince me otherwise. You. Cannot. Convince. Me. Otherwise.
Assuming anythign else other than the customer is always right is POOR customer service.
All you are doing is convincing me that you're a POOR customer service rep, who cannot handle rude customers, so you turn them away.
I wish I knew where you worked so that I could stand outside and take every customer you turn away, please them, and make money off of them when they return to do business with me, who helped them even though they behaved badly.
I would get rich quickly it seems.
You cannot assume that just because someone behaves rudely that they are the ones in the wrong!
Soemtimes people behave rudely because they were wronged by YOU and lose their temper.
It is in your interest to resolve those complaints. Not just assume that you did everything right and tell them to leave.
No, pink, that is NOT true. If a customer shows up to a restaraunt and walks in and asks how long the wait is, and the hostess says 1 hour, and they then pretend they called ahead, giving a name that is obv not on the list and claiming they talked to 'john' when they called even though there is no john there, and when u tell them they are not on the list and must wait, and they swear and scream at u, no, they are not upset because ure service was not as good as it could have been. They are causing a scene because they know that people like u will cave and give in to it and seat them right away so that they do not have to wait the hour. So yes, bottom line is, if you cave and cater to these people just to shut them up even though they were completely wrong and belittled your staff, then that is the lazy way out. Do your job and stop ignoring the customers who act as they should by punishing them and making them wait the hour to sit for dinner while you cater to the jerk and seat them first.
Posted by Missy509