“WELCOME to TriNoma!” Every time I park at this mall’s North Avenue parking building, I am greeted with a sweet smile from the lady issuing the parking ticket and the two security guards inspecting my car. They don’t know me personally, but they smile just the same, and I can’t help smiling back.
In his column in the Philippine Daily Inquirer today, historian Ambeth Ocampo said greetings are also given at the Rockwell and Ayala Malls parking booths. See, niceties like these do not go unnoticed.
A year ago, my family scheduled a late lunch at Greek restaurant Cyma at Shangri-La Plaza. The place was packed, and there was a long wait for a table, and for orders to arrive. But to this day, I still remember the heavyset male server who had his hair pulled back in a pony tail. He had a genuine smile on his face and apologized sincerely for the long wait as he brought in our orders. I think because of this, none of us got mad; we did enjoy the meal.
This was in stark contrast to an experience I had at a deli in Ortigas Center also a year or so ago (yes, not only do I remember good service; I can’t forget bad service too). The girl at the counter got my order, and I paid the cashier. Thirty minutes later, my order still hadn’t arrived, and so I complained in a low tone to the girl at the counter. She just made a wan smile and worked on my order.
When she brought my sandwich to my table, she didn’t say anything. I asked in a mild manner, “Would you like to say sorry?” Only then did she apologize. I was appalled at how I still had to draw this out from her, and so I asked for the manager and told her quietly what happened. The manager immediately apologized right then and there.
Delays may be inevitable in a busy kitchen, but restaurants win plus points and loyal customers with good sincere service — with apologies offered at the right moment. This holds true for all other service companies too. In fact, the way to a customer’s heart is through good service. And a satisfied customer will remember this for a long time.
April 18th, 2008 at 1:56 pm
This article makes a very good point by noting that restaurants do get quite busy at times and having worked in many I know these delays are sometimes unavoidable even with the most well trained staff. It truly is the attitudes of any company’s employees and the way they choose to look after customers during an unexpected long wait which makes a world of difference. A smile and apology is great to receive, however it’s always good to provide an immediate complementary extra as well.
April 14th, 2008 at 4:33 pm
I agree with the writer regarding excellent and unforgettable customer service that creates a good number of regular clientele. As a businesswoman, I not only aim to give satisfactory service but also make sure that clients leave my office with a smile, that would make them keep coming back.
April 14th, 2008 at 4:06 pm
In general, Filipino restaurant staff members are polite.
Filipino customers, however, can also be
demanding and complaining, even for the
little amount of money they pay for the cheap food prices in the Phils.
I personally don’t find it necessary to tell the waiter/ress to apologize for the late service [mistakes can happen]or to call the management to complain for the waiter’s/ress’ attitude… such an employee is lowly paid and might lose his/herjob. For all you know, he/she needs to wake up very early to catch a
full packed bus/jeepney for work which he/she
needs too badly as a breadwinner for his/her
poor family. In a deli, where food is so cheap, I doubt if a full
customer service training is necessary
to serve its demanding customers.
Customers should also show more tolerance…in some countries where tipping is not necessary, not expected and where the country or city does not rely on tourism for its income, customers can expect a delayed
table service in a restaurant/bistro/cafe/snack corner/deli.
For a real good service, one needs to go to a culinair restaurant by appointment.
Some customers too prefer privacy and would not like being bothered by a waiter/ress who keeps pleasing them by talking or showing too much interest…
we all need to show more tolerance and patience…..
April 14th, 2008 at 2:59 pm
I agree. The service and the sincerity of the people serving us the food often makes the difference between me going back or just picking another place that is equally good food-wise.
April 14th, 2008 at 10:17 am
i, too, notice the smiles of trinoma people. when you asked for help in your pushcarts, they don’t accept tips (may be due to policy)…the nearby mall however accept tips. but at least, service at the nearby mall also improved particularly at the supermarket section. good things due to competition
April 14th, 2008 at 6:51 am
I’m glad you agree, Wilson. I hope many other restaurants and service establishments will take heed.
Just yesterday, I had another not so good experience. At this fast food establishment in Mandaluyong, the special fried rice arrived 20 minutes late. Those at the tables to my left and right were complaining too–even the siopao took so long to get to their table.
It was lunch hour and they’re busy, but I hope they can get their act together soon. After all, they’re a “fast food” not a “slow food” joint.
April 14th, 2008 at 5:04 am
I hope that the toilets in metro manila restaurants are nowadays very clean , accessible water supply, and toilet paper availability. Pls. pass it on.
April 13th, 2008 at 9:47 pm
Its is the essence of sales where to keep the customers coming back is to provide not only a good product but also to continue the satisfaction of the customer on the sold product by offering an after sales service, asking a feedback and updating them on the new product trend from time to time.
April 12th, 2008 at 8:04 pm
Amen to this.
Karen, you are so right. We, the paying clients, should always be given the proper courtesy by the restaurant staffs. I’m so glad that a lot of restaurants/food establishments are giving customer service big importance.
Afterall, customer service is what real business is all about.