Skully dropped by his favorite bar and grill for lunch. Service sucked. Not sorta stunk... sucked. 52 minutes to get burger and fries. 40 minutes outside his comfort zone. Wait staff was cool and kept apologizing. Other diners were pissed. Including the group who waited over 45 minutes to get every one of their orders wrong.
Management Involvement: Zero.
Management Apologies: Zero.
Compensation: Zero.
The dear waitress said as I was paying the bill, "I'm really really sorry. I just hope you come back. I really do."
That's all it took. She actually, truly and deeply cared. Even though I was leaving Zero tip. Seemed appropriate.
Will I be back? You bet. She cared... and they have great burgers.
Why don't managers/owners care as much as $/hr workers? I hear owners bitching about how hard it is to find good people... maybe they should look in the mirror when they ask that question.
Dr. Vivek Murthy
5 years ago
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