my favorite dish in the restaurant essay bad customer service example set by restaurant manager

Learning experience is everywhere, in customer service, you can learn from Never good experience and good experience.I had a bad experience the other night when I was eating at a favorite restaurant.Don't stop reading even if you're not working in a restaurant-bad service is possible to strike anywhere.Think about the lessons here and how they apply to your own business.As I mentioned, I was having dinner at one of my favorite restaurants-I ordered a pasta I 've had many times before.But I got a surprise when my meal arrived.There are peas in this dish.Lots of peas.After the initial surprise, I re-checked the menu to see if the description of the dish changed.No, no peas.I pointed out this error to the server and she was more than willing to correct it.However, the manager stepped in before she moved the plate to the kitchen.He has a completely different attitude towards the problem.No apology, he just told me that one of the chefs likes to add peas to pasta dishes.He insisted that many people thought it was a "surprise ".Unfortunately, I hate peas.It could be a surprise for another customer and an "unpleasant surprise" for me ".When I told the manager very well about it, the manager just stared at me.The server was obviously uncomfortable, but she was stuck-the manager took over the server and caused a bad situation.The manager asked me if I wanted another pasta.I said no, what I really wanted was the dish I ordered, no peas.He finally gave in and took off the plate.From this experience, we can learn a few lessons: 1.The server is doing very well.The manager actually interferes with a process of normal work.2.Managers should set an example for those under their supervision.This one is not.Although the server has a passionate attitude towards the customer and shows concern and care for the customer, the manager does not even apologize.3.The problem is still on the table when the manager is arguing.Quickly remove the problem from the customer's line of sight if possible (in this case, pasta dishes ).Then start the recovery process.4.It is OK to provide an explanation, but don't make excuses.You can often tell the difference by what comes with them-the explanation is accompanied by an apology, but the excuse is usually accompanied by Defense, or even attack.5.Listen to the customer.While I made it clear that I didn't want peas in pasta, the manager defended the chef's decision to add peas, calling it a "surprise "."For those who don't work in a restaurant, this can be called a process change.6.Because we lack confidence without it.In the past, I was able to place this pasta with confidence, but now I have to specifically request that peas not be included.I may have to ask who was cooking that day to make sure there wasn't any surprises for my meal-whether it was pleasant or otherwise-was added by a chef, he liked me for years.I can add that this is a dish I came back with confidence again and again.The restaurant where this happened is still my favorite and I will definitely come back.This isolated incident was not enough to undo all the good experiences I had there.But what if I'm a new customer?With all the options, would I choose this restaurant again if this bad event was my only experience at this restaurant?As my friend Tom Baldwin, former CEO of Morton Steakhouse, said, "the good service is to handle the mistakes.This is a good suggestion for any business.