service with a smile

i get customer service. i really do. i've been working in customer-service related positions for nearly 15 years, and i understand the need to listen to your customers, act promptly, address issues, troubleshoot and problem-solve, and smooth over frustrations. because i've been in enough service situations myself, i'm usually pretty understanding when i'm relying on someone else to provide me with customer service. i'm okay with waiting a little longer, as long as i'm acknowledged or a delay is indicated. i'll take a delayed return phone call if you're finding out the right answer for me. when dining out, i'll typically leave a 20% tip, as long as you refill my iced tea and check to see if i need any more ranch dressing.

it's the attentiveness that is the key. it's funny how much that little bit of attentiveness makes a huge difference in your service experience.

tonight's debaucle of customer service was easily avoidable, if our waitress had bothered to pay attention to us. yes, it was a little on the late side, but it was still over an hour until closing. the place was pretty empty, so it wasn't that she was harried (also something i understand well). she just couldn't be bothered. a group of her coworkers were also dining at the same time, and she preferred to socialize with them instead of doing her job. a small list of her transgressions:
1) she had to double-check the drink order (because she wasn't paying attention the first time)
2) she did not come by to check on us or refill drinks -- we had to flag her down to ask for refills
3) once the food was out, we didn't see her again.
4) i had to go get my own to-go box. once she saw that, she brought over the check-- but then it was another 15 minutes before we finally flagged down another waiter to run the bill.

it was perhaps the first time i've ever left a 47-cent tip (it would have been zero, but i like nice round numbers). and boy, she earned every cent.