Customer Service

Over the weekend, we went dining in the Blue Mountains, NSW. It was an experience to say the least. You would imagine if a restaurant charged high prices then the food would be exceptional and the service out of this world.

Well the food lived to its reputation, and it was divine, melt-in your mouth experience and dessert by far the best dish. We were surprised however the aloofness and the coldness shown by the wait staff, all on a mission to ensure all the tables were clean. You ended up pouring your own wine and orders taken in real military fashion. It was sad to feel just like you were inconveniencing them with your order.

The weather was cold outside and inside the restaurant, we tried to get on with our meal, however the energy was just not right.

When you have exceptional customer service, patrons stay longer, they order more food and drinks and you have built up loyal customers. Why is it then, that some restaurants just do not bother with this fine art of building relationships?

Perhaps the food is enough to entice them back, or the fact that there are few restaurants of that calibre in the region. Well just because the food is great, do we want to be treated in such a cold manner. For me being congruent is about being polite, and if you are in a service role, your obligation to learn more about your customer. That is good customer service.

And I am not talking about 'blowing them away' type service, that is a rare thing in this city.

In other countries, waitressing is an art form, respected, professional and empathetic. They could serve you just a piece of bread and wine and you would be happy. As they connect with you and take pride in their work.