Mrs. Hancock's Blog

Link: http://boss.blogs.nytimes.com/2009/10/29/one-hundred-things-restaurant-staffers-should-never-do-part-one/

By Bruce Buschel of the New York Times

Herewith is a modest list of dos and don’ts for servers at the seafood restaurant I am building. Veteran waiters, moonlighting actresses, libertarians and baristas will no doubt protest some or most of what follows. They will claim it homogenizes them or stifles their true nature. And yet, if 100 different actors play Hamlet, hitting all the same marks, reciting all the same lines, cannot each one bring something unique to that role?

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Don't be surprised. Customer Service is not dead but you'll hear the opposite opinion daily. Ask a group of people why they return over and over again to a favorite department store, restaurant, boutique or Doctor's office and you'll hear the same thing. "They're so nice", "The service is great!", etc. Then ask why they use their Insurance agent or their groomer or why they've moved on. When the service is lacking, you'll find your customers don't stick around.

Really, why should they? They get treated rudely on the phone, in person, can't find someone to help them and when they do, the person who's supposed to be helping really could care less; don't get their phone calls returned, have to do your employees job for them and on and on.

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