“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 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.