How do you judge service elsewhere?

[DrFaroohk]

When you receive less than stellar service at a business similar to the one you work in, are you hard on the clerk because you know you provide good service to others and you expect the same in return, or are you pretty easy going about it because you realize some people just have bad days from time to time and you have an understanding of what his work day is like?

[myswtghst]

I tend to find I do a mix of both. There are certain things (outright rudeness, ignorance, obvious apathy) that I don't excuse, but I do understand that mistakes happen, and people have bad days.

For example: We went out to Uno's the other night, started in one booth with a group of 4, ended up in a bigger booth with a group of 10 before we were done. We were slow to order, had to order a second pizza once we realized the first wouldn't be enough, had a bunch of different drinks (alc and non-alc), plus we had a birthday in the group, and our waitress was brand new (she told us when we were seated). She was a little slow at times, but she was really sweet, and was being harrassed the entire time by her trainer, who honestly gave off a much less professional impression than the new girl. She wasn't the best server ever, but I though she did a great job given the circumstances, so I tipped her a little over 20%.

I think working in customer service has given me a more balanced perspective, as I know what we're capable of, but I also know not to be too hard on someone for something that isn't their fault--I don't scream at a server if my food is cooked wrong, I just ask politely that it be fixed. In that situation, how they respond means everything to my opinion--were they helpful, or were they defensive/rude?

Another example: I work in a call center, so I can be a little judgemental of other call centers, especially because I do believe we really are a very good call center, and we even have the awards to prove it. I've had a few calls in to Comcast and even another division of my company that frustrated me to no end, based on the way I was treated. I'm patient and polite, but I can only take so much.

I think the biggest effect working in CS has had on me is that I am much more patient and polite with other workers, as I know it's not an easy job.

[TNT]

I find myself extremely tolerant of other call centers... when the rep is fumbling about, I just say, "Don't worry... I work in a call center for a cable company," and he or she relaxes and we can get do business.

The hardest people I've ever had to do business with is GEICO insurance... but only because they were so very good at what they did. Granted, it's been a few years since I've done business with them, but I never made a call where I wasn't totally impressed with the person on the other end.

Each call led me to think, "Why aren't I that good... why isn't my call center that good?"

Then again, my understanding is that they're in training for three months before they ever take a call.

[Irving Patrick Freleigh]

I don't really take notice of service unless it's spectacularly good or spectacularly bad.

Spectacularly good-during a college newspaper trip to the Twin Cities, we decided to eat at a Hard Rock Cafe. The server sat down at our table to take our order and made conversation. Not something I'd ever expect out of a server, plus Hard Rock Cafes are just awesome.

Spectacularly bad- Years ago we took a family vacation to Kansas City and went to the Worlds of Fun amusement park. Our hotel had a cockroach infestation, and the management basically told us to go pound sand when we complained.

[powerboy]

I am more considerate about the servers and retail employees. But if I have crappy service, then I will say something to the manager.

[Foxglove8778]

It depends on circumstances.

I am more likely to reward really good service than to be upset about sub-par service.

For instance, pizza delivery - I ask that they knock rather than ring the doorbell. If they knock, that tip goes up by at least $3.00. Ring the doorbell, unless rude or some such, then the tip stays at 20%.

Eat-in service & sushi chefs... really good service, not only to I bump up the tip, I'll fold up the tip into a peacock & tell them what a great job they've done for me.
Working service gives one perspective - we can be much more sympathetic, yet have certain expectations.

[Jester]

Having been a server for (far too many) years, AND a server trainer as well for several of those years, I often taken note of how my server is doing, both good and bad.

Last night was a perfect example.

On the plus side: our server greeted us quickly, was pleasant, and got our order right. Sadly, that is all the positive I can say about her. Because....

On the negative side: she never checked back on us, she only refilled my drink when I asked her to, I had to ask the hostess for a side of sour cream, she only brought the check when I asked her to, she took forever to bring me my change*, and then she had the gall to bring me back only $9 change for a $10.42 bill that I used as $20 bill to pay with. I can understand not bothering with a few pennies, but to just ignore completely the 58 cents, in effect pocketing it, was downright galling to me. Still, I left her another dollar, for about a 15% tip, which was more than I thought she deserved, but she got because she was, as I said, at least pleasant.

Of course, I would have taken back that much, and perhaps that change she jacked from me with her laziness too, if I had had the chance after the fact, for what happened after we left. See, I wanted to gas up before I hit the freeway, and I had been told that the only gas station near the freeway was in a very inconvenient spot to get to the way I was going. So I asked our server if there was a gas station around. She said there was, and told me exactly where it was, right around the corner from where we were. It was, in fact, exactly where she said it was. She had failed to mention, however, that at that hour it was long since closed.

Just all around bad customer service.

But to be positive, a while back, at a divey sports bar I frequent, where service is okay at best (but at least if they know you they are very nice), I had a bartender who not only told me about a food special I didn't know about, but poured me EVERY BEER out of my pitcher, service I NEVER expect. Sadly (or perhaps expectedly), she did not stay at that bar for very long.

*I could have excused much of this had she been busy taking care of patrons or cleaning. But while they HAD been busy when we first walked in, most of the customers there were finishing up or leaving. And she wasn't even cleaning up the dirty and now-vacated tables around us in her section....she just wasn't around, period.

[Will-Mun]

I like to think I'm fair and partial to service, that is to say I am not about to get walked over.

I remember a while back (I was like 12, so a WHILE back) me and my family went to the Rainforest Cafe, a rather upscale theme resteraunt like Hard Rock. I ordered a burger, and it came in wrong. My mother asked nicely for another...

The order was wront three times, it was just really sub-par service. I don't know if this was the server or the chefs fault, but making a maistake in an order three times is just pushing it in my mind...

I also remember having to deal with Cablevision tech support because I was unable to connect to a specific program. For a WEEK I dealt with really... how to put this politely BAD techs, who would run me through the base steps (reset modem, are all four lights on, do you have a router) I had to explain to these people several times that that wasn't the problem.

I was also on a forum, and knew for a FACT tons more people besides me were constantly calling in as well, I was told directly that a tag was being made, and that it would be posted...

So many times I heard "Nobody else has called with this problem."

It was frustrating and honestly, I was getting sick of being dicked around.

The problem, supposively, was that a router along the line was killing the signal to this program's IP adress as it made it's way down the line... It took them a week and a half to fix this.

A theory me and the forumers had was Cablevision was attempting to BLOCK P2P services, Kazaa, Bit Torrent, ect. because the program in question used a similar IP address to most P2P programs.


Though, I did speak to one tech who was AWESOME. I LOVED this man in a completely hetero way. He was knowledgable, did ALL he could do to locate the problem. I wish all techs were like this man...


So yeah, otherwise I like to think I'm fair minded, and try my best to just let things slide because humans are imperfect. But just downright neglegence, lieing, and poor service does rile me quite a bit.

[iradney]

When I receive good service, I compliment the server, give a huge tip (30% and up) and mention it to the manager. Also, I post a compliment on the hellopeter site as well - that way, if the company is one that suscribes to the site, corporate hears about the good service too.
Bad service - I dont' compliment the server, leave a tiny tip (10% and below) and mention it to the manager. If it was REALLY bad, then I'll post a complaint on hellopeter as well. I rarely have bad service tho, since I talk to the servers and sales people with respect.

[JustADude]

Heh... personally, I'm really cool about things. Keep the drinks topped up, don't disappear on me, and be reasonably professional and I leave 15%, going upwards of 20% for outstanding service.

Speaking of great service, I've run into one guy that I swear wasn't human, and I mean that in a GOOD way... like some sort of God of Waiters. He was great with the banter and conversation, always got our orders quickly, had a refill at the table practically before I put the glass down after emptying the last one, and managed to constantly time things perfectly with bringing stuff out (I'm pretty sure the waiters control the timing at IHOP, but I could be wrong). Ah, memories. Hey, Jester, you've never worked in an IHOP in North Carolina, have you?

[tollbaby]

sounds like the wait staff at Jack Astor's (my favorite chain of restaurants). The first thing they're trained on is how to write their names upside down (this is the type of place that has kraft paper on the tables for us to color on! I love it!). But the service is always above and beyond there, which is only ONE of the reasons I like it so much (the food is... phenomenal!!!! I've never been ANYWHERE that could make a blue steak like Jack Astor's). And I've been to more than one restaurant in the chain, so I know it's a company standard and not just that I'm lucky. *sigh* I am lucky though I LOOOOOOVES me some Jack Astor's!

[Emrld]

I will talk to managment on way above and way below. . . .

I was in collage and the waitress who was younger comes up and says "Hi girls - skipping school today are you?" - Ummm don't call me girl with an attitude to it that isn't friendly . . . .and you aren't my mother - don't ask if I am skipping. (she was in work program -so part of her school day was working)
My order had to be sent back three times due to food allergies - which I told her about when placing my order . . .don't just scrape it off - I am not just being picky.
Every drink refill - I had to get the bus boy to do. (I had been friends with his brother and knew him by name.)
At the end of the meal I asked him to get the waitress and the manager over with him and our tab. . . .I informed the manager what happened - he already knew about my food - he brought it out the third time without saying anything at that time. I told him about the lack of service - she never checked on us after the manager brought the food out. All refills were done by _____. So I tipped him - with clear instructions that no share to be given back to her.


Then we have the place where I became a regular - I could walk in on a Fri or Sat night - the bar could be 4 people deep all around . . . and as I got up their my name would be shouted and a drink handed out . . . and the next seat that would open up would be held for me to get to. Of course they were well tipped from the start . . .it always started at $5 and would go up from their. (and that would be one bartender on shift one drink quick in and out)

[AirHostess]

I always try and be nice and laid back.

[Jester]

Speaking of great service, I've run into one guy that I swear wasn't human, and I mean that in a GOOD way... like some sort of God of Waiters. He was great with the banter and conversation, always got our orders quickly, had a refill at the table practically before I put the glass down after emptying the last one, and managed to constantly time things perfectly with bringing stuff out (I'm pretty sure the waiters control the timing at IHOP, but I could be wrong). Ah, memories. Hey, Jester, you've never worked in an IHOP in North Carolina, have you?

Funny--as I was reading this, I was getting ready to respond with something like "Oh...you were in the Keys?" Because, frankly, that pretty much describes me on most days. Because, frankly, I rock as a waiter. I kick ass as a waiter. I really, really do.

And before anyone gets on me for my complete and total immodesty, let me remind you of two things. First, my mother taught me a long time ago that false modesty is just that...false. And has no place in one's life. Secondly, I am awesome in a field I don't want to be in. I don't WANT to be a waiter anymore. Period. I want to do magic full time, or second choice, tend bar. (This should tell you how bad my situation was at the hotel bartending job, that I would rather have left that to go wait tables elsewhere.) It's like being the best ditchdigger around. Yeah, you're great at what you do....but you're still a freakin' ditchdigger.

*sigh*

No offense to any ditchdiggers out there, mind you.

[ContraCorriente]

Err... that's something I need to work on. I just let people walk all over me and have never spoken up about a sucky employee. But if they were really nice, just went the extra mile, I'll let management know how much I enjoyed my experience.