Over the weekend, my family and I went to eat to a restaurant we had not been before. It was a very nice, fancy, chic place. After settling in, we discovered there was no kids menu. The restaurant was elegant, but it wasn’t THAT kind of restaurant. I took away one star.
Trying to get our order just the way we wanted was difficult. Apparently, they frown upon any type of substitutions and for the most part, they were unable to accommodate any particular request. No deviation from the menu. I took away two more stars.
After about 15 minutes of waiting I asked about our appetizer and the server said we had not ordered an appetizer. To which I responded, “I believe we did!” Minus one more star.
Then, our meal took roughly another 35 minutes to arrive. The restaurant was not busy at all and it appeared they were properly staffed. Took away 3 ½ stars.
Everybody enjoyed the meal and although I returned two stars, the damage had been done.
What is the lesson?
What I learned from this experience is that it is often the smallest little things that create the biggest disappointments. It might be how one answers the phone, how long one takes to return a voice mail, a statement that had the wrong balance or the lack of a kids menu.
We can decide that patients and customers are unfair. But the reality is that you are only as good as your last performance; and the expectation from patrons is to receive a perfect level of fulfillment everytime.
We all start our with 10 Stars
Fundamentally, it is really up to us keep our stars, not for customer to award them. You see, those of us in the service industry (I would go as far as to say that some of us are in the hospitality business) need to remember that we all start out with 10 stars. Customers, clients and patients, from the getgo anticipate and expect the office visit to go smooth, the meal to be delicious and the service to be unmatched.
Our jobs (especially in this economy) is to NOT give our customers/patients/parents reasons to take away our stars. Otherwise, they will be just like Jack.