Words versus Behaviors: How lip-service is a dis-service to your service
Yesterday my family and I visited a local restaurant and were given a very cordial welcome at the entrance. “Welcome to _________. It’s a great joy to have you here. Enjoy your lunch.” I was thrilled! I expected that we were going to have a great time, enjoy a delicious meal and have wonderful family time.
Well, my excitement was short-lived. First, they didn’t seem to have enough baby seats. We had to sit while holding our toddler until when our meal was being brought to our table. When the food arrived, our son’s fries were not as warm as I would have loved them to be and I ended up sending them back to the kitchen. Throughout our entire meal no one came to see how we were doing. We ended up leaving some not so good feedback for the restaurant manager.
Later in the evening, I couldn’t help wondering why the restaurant offers a very good welcome but it’s service does not measure up to it’s lip-service. I think that once you utter a promise you should be able to deliver on it. Great companies, organizations and restaurants back up their words with excellent service. I’m sure I’ll not be visiting that restaurant again for a long time.
