WHNetwork Blog

I hadn't planned on a follow-up to last week's topic, "Is there such thing as too much guest service?" However, given the vast amount of responses I received it seems warranted. The question will remain though -- how do you measure what your guests think?

When I wrote the article, I wondered if it I was only who felt the way I did. After all, I really haven't heard this being discussed; have not been aware of this even being on the radar. However, based on your comments, perhaps it should be. It also made me wonder if the same is true in restaurants. Are customers leaving your place for the place next door because you're providing "too much" service?

I know that one thing that makes me avoid frequenting a restaurant is aggressive plate clearing. Yet it happens, if not constantly, then at least regularly. Does this happen to you? (Or is your restaurant guilty?) You are enjoying a course, enjoying the company, and in the middle of it, the server or busser asks, "May I take your plate?" No, actually, you may not. You see, I am still eating! While I can forgive it once, when it happens a second time, and I am still not done, I begin to find it annoying, intrusive.

Even worse, is when they actually take your plate, and you were not done. Perhaps you excused yourself for a moment, or even just turned your head. You turn around, and your dish is gone! I have actually had half an entrée removed, when I was nowhere near done. I relayed this to the server and was told "Sorry." I haven't been back to that establishment. Was this at your restaurant? How would you know?

I believe this type of treatment/training is due to two things: 1. Trying to turn tables. That requires a very fine balance however. Turn them too fast for the guests and they may turn that night -- but the guests won't be back. Turn them too slow and you may not maximize your revenue. 2. Doing the wrong thing for the right reason. Guests don't want to sit around all night with dirty plates and left over food around them, so you train your staff to get those dirty plates off the table! However, in the zealous desire to get it right, it has gone too far.

If I am finished eating, I will put my napkin across the plate, put my silverware upside down across the plate, push the plate away from me, tell the server/busser that I am finished; or possibly any combination of these. If none of these has happened please do not ask if I am finished -- or worse -- just remove the plate. (Taking a break from eating is not a sign of being finished!)

Here are some of your comments (quite condensed, to read all/full comments, please go to the bottom of the article on this page):

PS -- See if you pick up on the "Safeway" theme as well -- perhaps they need to read this article -- and your comments!

"I have worked in hospitality for a long time including serving at dinners for a winery. We do service overload, but it's not our fault. What happens is the winery overbooks staff for the dinner; so really, there is not much to do but to stand around. The managers freak out because we aren't working so they say, "Go check their water!" "Go fluff their napkins!" Our poor guests are constantly interrupted while we do ridiculous things to look busy. Managers need to realize that sometimes there is nothing to do and that guests should not have to sacrifice their dining experience so that the servers and staff can look busy!"

Becky, Small Lot Wine Tours
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"I was at a very well-known national rent-a-car agency in Denver a year ago. I was waiting in a very long line and had plenty of time to notice everything. At every single place at the counter each agent was clumsily reaching over the computer to shake hands with the next-up person in line. The line is long and they're shaking hands! I don't want to shake hands with a car rental agent and chit-chat!

The truth is - they don't care where I'm going and they don't care if I've been there before. Corporate America has incorporated insincerity into their business model. They don't get that good personality, not fake interest, is appreciated. They don't get that a genuine good sense of humor goes a long way. They don't get that efficiency and fast problem solving makes all the difference in the world to us.

Out here in the west, Safeway started the obnoxious practice of having every single stock person ask if I was "finding everything ok today"? I must have answered that question 7 times in a shopping visit! Do they think I wouldn't ask them if I couldn't find something?!! That's over-kill, and that makes me uncomfortable."

Steve Garman, Reno, Nevada
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"I'm thinking there are definitely different strokes for different folks. I'm with you in the way you felt after describing your experience. However, I know numerous people who would love that kind of attention, and even some who would expect it."

Dave Ashcroft
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"I, too, recently experienced over-solicitous behavior at The Mark in San Francisco. I love this old place and was attending a conference there. I pulled up to unload three boxes and could have taken a moment (no other cars around) and taken two and then one on my own. But the valet brought the huge brass wheelie thing and oh, this and oh, that. At that moment I decided to park there (huge $$) and followed him inside.

I, too, appreciate help, but clearly he hung near me (while 5 people looked on) until I reached for my wallet. That is part of the drill in the hotel/motel environ, I am just glad I had some cash on me! Anywhere you go these days you have to be firm and be willing to say, "No, thank you" otherwise one can go broke with tipping (which I am not adverse to. I think you KNOW what I mean here).

PS - At Safeway if you ask where the butter is they will drag themselves from whatever they are doing and fling themselves down the aisle to get you to that all-important product, even if you say, 'You can simply tell me.'"

Lin A. Lacombe, Communications Consultants, Your Strategic Partner in Communications Public Relations and Marketing & Literary Publicity
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"This is interesting to me to read this because - just this past October/November, I was in India and had this same experience at every better hotel we stayed in. I thought it was just India, trying so hard. I agree with you completely, I would not like this much hovering in the United States. I don't even like being escorted to another aisle in Safeway."

Juanita Poulis
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I know what you're talking about. And, yes, it does make you feel uncomfortable, especially if you're not dishing up 20 dollar bills to all these people 'helping' you -at least that's what their behavior makes you think you should be doing. I thought I'd corroborate your story because I work in a high-end luxury hotel (Wine Director) and I still feel the same way when I travel to places that do this. Thanks for letting it out of the bag. I'm going to share your point with our GM, to make sure we're not doing it."

Michele
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"I stayed at the Marriott Downtown LA for business very recently, and had exactly this type of experience with the personnel from A to Z. Could this be a California thing?? Or are they not busy enough in this economy and therefore have more time to devote to customers?"

Maïa
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"I always think when this happens to me, that someone is looking for a hefty tip. I find this does tend to happen in more mid smaller boutique hotels.....and I feel the same as you, I know how to operate the air conditioning and can find the mini bar. It turns me off."

Nancy Gorshe, Owner/Manager, The DEPOT Restaurant, Historic Seaview, Washington
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"I think that's a fantastic topic to broach. I used to work at a local 5 Star Diamond Resort. We also gave room tours to each guest, it was meant to be an extra special touch, but, like you, it felt awkward. People know how to use a bed, and a remote for goodness sakes!

In the wine industry, I don't think it is possible to over-deliver on customer service. Teaching people about wine, pairing it with cheeses, carrying their purchases to the car, offering other wineries to visit is all part of the normal service.

I've gone tasting hundreds upon hundreds of times, and have never felt that I received over-the-top customer service. Have you ever experienced this in a tasting room?"

Brandy Bell, Wine Club & Marketing Manager, Donati Family Vineyard
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-Margie

Do you need a customized guest satisfaction survey? It is a cliche to say the 'you can't afford not too,' however, in some instances it is true. In economically scary times it is even more important than ever (although we believe it is always important) to know what you are doing right, what you aren't, and to have the opportunity to win back those you may have made a mistake with; perhaps even making them 'customers for life.' A well designed survey will more than pay for itself, it may save your business. Call me and tell about your business, and let's see how I can help. Extremely cost effective and cost competitive. 707-933-0687 or OTLConsulting.com