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Saturday, 18 April 2009

Are you sure your Steak was okay? ...Really???

One Major Pub Chain, not satisfied with instilling the need to interrupt customers eating on three - count them THREE - occasions to ask if 'everything is okay with their meal', now want to challenge diners on a particular aspect of their food.

The company in question is requiring managers to train their staff to appear interested in the customer's dining experience. Specifically, this is to consist of picking out one food item and asking how that actual item was.

"...and was your steak okay madam?"

"Why? ....Did you drop it?"

I've already seen our hard-pressed staff embarrass themselves by attempting to carry out this edict. It is bad enough that the Pub industry has got it so wrong - people DO NOT want to be interrupted THREE times during their meal and private conversation. It is bad enough that Pub Companies can't simply ask their staff to introduce themselves properly, and that if the customer needs anything just ask. Staff are observant. They can see if something is wrong and attend to it. Checking back once? Okay, probably good. But that's it.

But Don't - PLEASE - at the end of a customer's meal then say "...but your fish sir, are you sure that was okay? I mean, are you certain? Really?"

The customer's mind races with the possibilities that had preceeded the fish's arrival at you table. Did it smell off to the kitchen staff? Was it old stock found at the back of a cupboard? Had they used it to skid across the floor like snowboarding....?

Come on....

If your Ops Director is attempting to sell to you this 'ultimate concept in enthusiastic diner relations' ...just send them to me.

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