I recently had a bad customer service experience with a local restaurant. On their website it states they do breakfast to go orders, Monday - Friday. When we called to place our order, we were told her kitchen was to slammed, but we could come in if we wanted to. Two things bugged me about the call...
What difference does it make if I come in and sit, or order to go. Either way your moving a tabletop, and if you do honor the to go, moving me faster than your normal walk-in. But that's okay, I get it, your trying to provide quality service to the customers who are poised to purchase more while sitting in your restaurant. Telling a customer your Slammed, and cant handle their order presents a sense of incompetence, something no manager should do.
Now that you've heard me rant, how could it have been an improved customer experience? Simple, tell me there is a wait of 20-30 minutes. Most consumers do not wait past 10 minuets for food or beverage services that are not reservation based, or major "Dine in" chains. Needless to say I found a different breakfast joint packed to the edges with people, who still took my hefty to go order. :)
So the key point of this lesson
Its how you say it!
Just some examples we cooked up at the customer experience today;
Bad: The system is down!
Good: The system is currently updating, what I can do is...
Bad: It doesn't work that way!
Good: While I can't do that, I can help you by doing .......
Bad: What? Huh? What did you say? I didn't hear you.
Good: Do you mind repeating that? I want to make sure I have all the information correct.
And My Favorite
Bad: What do you want me to do about it?
Good: Let me get someone who can help/Let me see what I can do for you.
Starting to see the trend of I can? Even with a negative outcome, you've improved that customers experience by showing them you are doing whatever you can to help them. And isn't Help all we really want?
