Customer Service Losing Value?

To often?

This past Saturday night, my wife, brother, my brother’s girlfriend, and I were visiting Columbus, OH for a weekend trip.  We arrived early evening Saturday night and decided to go out to a causal nice dinner for the night in downtown Columbus.

It took us a few minutes to decide where to eat and we finally came across a place called The Clarmont. This place was advertised as a nice dinning experience at not to high prices. This sounded like the perfect place for us to start our adventure in Columbus.

We booked a time with the place to have us seated by 7:15 PM and ready to start getting served. Then we showed up, granted we weren’t dressed in the fanciest of clothes nor in the worst. Basically we were causal nice and not knowing anything about the place it made perfect sense. Now it looked like an old school diner from the outside and a little more fancy on the inside. Then we walked in and it was clearly a suit place, with people over the age of 60 plus.

Now some how our reservations got set back ten to fifteen minutes. No biggie there, but it was the rudeness of the host that threw us off at first. Followed by being sat in the back and talked down by the host, we then met our server for the night. Granted she had a nice personality, but she didn’t even ask to take an order about twenty to thirty minutes after we sat down. This was just a skimming of how we were all talked to and treated.

Finally before our food came out we asked to speak to the owner/manager. The owner (also the host)  came over to speak with us and treated us like dirt. Never saying sorry and blaming everything that was wrong on us. When I stated we were treated like being looked down on, he clearly said “That’s your issue not ours we are fine dining place and not fast food.” Needless to say, we placed a twenty on the table to pay for the appetizer and inconvenience to the server and walked out. Never once did he try to keep us from walking out.

Now the point of my long-winded story is customer service is very important. No matter what the person looks like when they come into your store or place of business, you can never treat them horrible.  Our experience showed possible racism, agism, classism, etc. (Going back to an old blog here) This owner lost over one hundred dollars of service that night from our table. Plus everyone we are going to tell never to eat at the place.

Will we hurt his business, probably not, but is it likely that people who trust us on advice will never go there. Yes. In the end if we had a positive experience there, we would sing their praises and they would receive more business.

More and more, I see workers hold this type of I don’t care if you buy from us or not attitude. Which is truly sad and it’s worse when it’s the owner. Never judge a book by the cover, because you never truly know who you are dealing with.

Striving for great customer service is key in this Savage World; that you are no longer living in, but beginning to own!

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About J F Savage
James Savage is a young business owner in the city of Lexington, Kentucky. In 2006, James earned his bachelor's degree in Communications from the University of Cincinnati. Two days after he graduated, James moved down to Lexington, KY as a business partner for Savage Syndications. Here we are years later and James is becoming a force in the business world. He is now CFO and partner of the company. Not many can do what he can do with list building and client relations. Also James was married to college sweet heart Alyssa in August 2008. The happy couple is working hard on making the house perfect and making sure the two puppies are always happy.

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