I eat out a lot. And I mean a lot, as in pretty much every meal...Actually, I've grown up on eating out. So if you would ask me whether I have a lot of experience with customer service over the years, I would say "very much so".
I've never had any real big issue with customer service anywhere over the years. However, in the past six months, there have been an increased occurrence of finding things that should not be in my food IN my food. Here are four examples of how staff responded when I notified them that there was something in my food.
Example #1: Ten Ren's Tea Time- Walnut, CA
I had ordered the wonton noodle soup. There was a green bug in my soup. When I notified the waitress, she looked at the bug, took the spoon and walked away. A couple minutes later she comes back with the manager. The manager said to me, "Oh, it's just a vegetable bug. From the cabbages."
Just a cabbage bug? Sorry, but I don't want an explanation of what kind of bug is in my food...there's a BUG in MY food. The manager fidgets for about a minute and asks me if I want to order something else. No apology given.
Score: BAD
Example #2: Pho Bistro- Placentia, CA
I ordered the pork vermicelli (which by the way, is the weirdest vermicelli I've had to date). I was provided a bowl of (what appeared to be) charbroiled pork, peanuts, fish sauce and a lot of oil. There was also a fly in the bowl. Even though I (and my friend) were the only two customers in the restaurant, it took a couple minutes to flag down the waitress.
After letting her know there was a fly in my bowl, she just looks at me and turns around and walks away. A couple minutes later, a waiter walks over look at the bug. Seems to think about it for long couple seconds and turns to me and says, "Just a fly. You want another one?". Please be advised, this was not said in a kind manner, more like a damn, I'm going to lose money today if you say yes; please don't say yes kind of manner. I politely declined and he walked away. No apology either.
Score: Terrible
Example #3: Flemings Steak House- Fashion Island, CA
I found a hair in my salad. The waitress kindly apologized and asked me if I wanted a new one. Service the rest of the night went on as normal.
Score: OK
Example #4: Olive Garden- Moreno Vally, CA
I found a hair in my soup. Our waitress, Janessa, immediately apologized and brought me a new bowl. She even mentioned that it was from a new batch (I found it amusing but nice of her to mention it). A couple minutes later she came by to say that she had spoken with the manager and comp-ed the meal.
She apologized and then went above and beyond by comp-ing the meal. She was attentive during our time at the restaurant and we never had to ask for refills. So thank you Janessa for being the best example of customer service I've had in the last half year to year.
Score: Outstanding
Note: Yes, I did notice the trend in Asian restaurants having subpar service compared to American restaurants. But really, an apology isn't that hard and as a mom and pop shop (more or less), shouldn't you try a little harder to keep your customers coming back?
Oftentimes, a simple apology is all that's needed to keep a company's good reputation. Others may have forgotten this principle, because they focus on increasing their sales. But all types of franchises must have good servicing to achieve an increase in sales.
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