My host job does not just consist of standing at the door and looking pretty. I know some restaurants are like that - but a whole bunch of them actually have a lot of side work to do.
My job, for instance, had this list:
1. Greet customers at the door, and seat
2. Clean the windows every time they get dirty (glass doors, happened a lot)
3. Answer Phones
4. Put together To Go Orders
5. Perform a Restroom Check - if things are dirty, out of stock, fix it!
6. Pre-Bus Tables - take whatever customers are done with and bring it to the dish room
7. Bus Tables - (Especially if there is no busser)
8. Wipe tables and Reset - (Always supposed to be host job, unless the busser helps)
9. Turn on/off heat lamps for customers sitting outside
10. Refill water and help any servers that are behind
11. Run food if you need to
This is in order of priority (mostly). There is a constant list going on in a host's head with what they need to do. When a customer asks a host/hostess or a busser for help - that list gets torn to shreds. We might as well just allow the customer to hack it into little bits with an ax, because now - instead of answering the door, I have to run and grab a refill for you. We have servers for a reason - they are your servers. They are supposed to help with everything you need. Now, if your server is busy, and the restaurant has filled, then you can grab someone. But if there aren't many people, try - try to get ahold of your server.
One day, it was so slow, our busser was sent home. It started to pick up shortly after he left, but nothing I couldn't handle by myself. A mass exodus happened, and suddenly, there was about 7 tables to bus and clean. Slowly, I start to catch up. I bus the three tables outside, the two in the corner, then finally the ones near the front of the restaurant. Now, servers are supposed to help with bussing, but they were caught up doing their own, equally long, to-do list.
I have a tray of dirty dishes in my hands, clearly in a hurry. I get pulled aside by a customer. She asks me a question I don't know the answer to. I tell her politely that she should ask her server, that he should be by shortly to check on them. I bring the dishes to the back, grab a rag to clean down all the tables that I just bussed and mid-wipe, she makes the "ahem" coughing sound that so many people in the service business hate. Just say excuse me, there's no reason to be rude. I know you are trying to get my attention either way.
I look up from the table right next to theirs and say, "Yes?"
She looks at me like I'm the stupidest person that she knows, "Well, did you ask?" I wanted to roll my eyes. It had been less than a minute and obviously, their server hadn't come back. Even though I told her to ask her server, she assumed I was going to find the answer for her. Sorry, I was too busy carrying 15 pounds of dirty dishes above my shoulder.
So, I sigh, probably a little too loudly, and place down my rag, probably a little too forcefully. I walk past her, march up to a server and ask them the simple question. I get back to her table, put a smile on my face, pretend to be in love with the woman and tell her the answer. I ask if there was anything else I could do for her, not in the spitting, angry way, just in a non-committal way.
I start to walk away after she says she's okay, and she stops me again. I have my rag back in my hand and was going back to scrubbing the table. "Are you okay?" She says it in a snotty way, she clearly doesn't care if I'm having the worst day of my life, she just wants to make me feel worse about my day.
"What?"
"Are you okay? Like, is there anything I can do to make you feel better?"
I cock an eyebrow. "Ma'am," she has her two kids and husband with her, "I'm just trying to do my job." And I went back to wiping down tables. Her server came and checked on her within the next minute.
Now, I understand, giving her the benefit of the doubt that she probably heard, "I'll go ask your server" instead of what I really said, "You should." So, she probably was expecting an answer, which, after being asked again in a rude way, I gave it to her as nicely as I could at the time.
So why not give me the benefit of the doubt? Instead of rubbing my nose in the fact that I'm clearly not having a great day. Instead of flicking me with your finger one more time, why not just assume that I'll be okay. That maybe you were a little too forceful. Don't be even ruder to make up for a past rudeness.
Now, once as a barista, a co-worker of mine had to walk away from a customer because she was being "awful" to him. When he walked away, she said to me, "I didn't realize that I was being that harsh or forceful... I didn't think I was..." I had to apologize for him, since he was having a bad day. She understood, and I understood how upset she was that someone had walked away from her. She gave him the benefit of the doubt (even though he was always like that - it wasn't just that day, it was always), but she assumed he was a nice guy, she just struck a bad chord.
So, can't we all assume that? Maybe the other person is having an off day. Maybe they are in the same situation you'll find yourself in a few days later.
Just don't treat people like they are idiots for not knowing the answer to a question. Don't treat them worse when they are upset with you.
This series is to be continued with my experience with Sears Customer Service... I'll be on the other side - as a customer, unhappy with the results.
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Monday, May 3, 2010
The Benefit of the Doubt: As a Barista
I have always tried to give people the benefit of the doubt. Okay, they were a horrible, awful human being that looked down at me... Maybe their cat just died. Maybe some drunk driver ran into their car last night and they had to take a bus ride to get here where the person that sat next to them smelled like old diapers. I don't know, whatever it is, I always try to reason with myself, with their mood and say "Maybe they are just having a horrible day."
But then I stand there and begin to wonder, Does this person know what we are going to say about them as soon as their gone?
I know that some people "just don't care what others think." But do you want to be the person that someone complains about for the rest of the day.
Man, my day was great, but that woman... What a horrible person.
So, what if the barista is already having a bad day? It's a hot, sweaty Saturday during summer vacation. The cafe is packed with tourists, people that don't speak english, teenagers that are hard to please, and grumpy people from standing in such a long line. Now, I understand, waiting for 10 minutes to order coffee sucks, but how do you think the barista feels?
The entire time you are standing in line, they stare at the line, wondering if it will ever stop. Wondering if they have time to go to the bathroom so they won't get another UTI from waiting as long as they did last time. Yes, it happens. Because people lack patience. And I'm guilty of it too. I stand there with my arms cross, looking annoyed. Sighing whenever the person behind the counter messes something up and it takes me longer to get a drink.
But here's the deal: Most of the time, it's not the barista's fault. "Oh, I told them Decaf" No, you didn't. You forgot - why? Probably because you drink decaf coffee. Maybe you should have the caffiene to wake up a little bit.
"I said no whip cream." Well, I'm sorry, that's not what your cup says. But I remain nice, I ask politely if I could just scoop it off the top. "No, remake." Because, well, this person probably only speaks coffee english and nothing else.
So, bad day, long lines, suffering from probably what will become a bladder infection, and this woman comes up to the counter. I'm making drinks and I can hear her being very specific. It's a green tea frappicino, probably the most annoying drink to make at Starbucks. In a tall: first line of whole milk, 2 scoops matcha powder, tall ice, 2 pumps of creme frappicino, 2 pumps of classic. The longest list of ingredients we have, and thus, the longest to make.
So this woman is waiting, getting more visably annoyed as I work on about 5 drinks at once. I put the drink down with whipped cream on top. She says she doesn't want the whip, I ask to take it off, she says no, it's gross, she doesn't want any of it. It's not my fault - maybe not even her fault - but she treats me like an idiot. Her cup said "WC" whipped cream. So, that's what I did. "Also," she adds, "Can I have some extra ice?"
Great. So I go, remake it, extra ice. She gets it, drinks a little and gives me a sour look. I make a few more drinks. She puts the cup down, "There's not enough ice in this."
"Okay, could I re-blend it with more ice then?"
"No, remake it, please." She spits out the please as if she has a rotten taste in her mouth.
Okay, this woman probably just had a really horrible day, right? She is probably just frustrated and wants her green tea frappicino perfect. So I pour another one down the drain. I start to remake it again, adding a ton of extra ice. She stops me, "Excuse me - ma'am -" Now, I'm not a ma'am. I'm a miss. I've never been married, I'm only 23, there is nothing that says it's okay for someone older than me to call me ma'am, as if talking to someone their parent's age.
"Can you add four more ice cubes." I grind my teeth.
The benefit of the doubt, at this point, is off. She pushed too far and too much at this point. I had a line out the door, ten or so drinks that needed to be made, but because she chose to complain, I had to spend my energy on her. Meanwhile, everyone else is getting just as annoyed at her, at me, at the whole staff. I turn around, ready to tell her exactly what I think about her, and my supervisor tells me to go grab a drink of water.
Now that my blood pressure is way too high, I agree with him. Suddenly, water and a bathroom break seem like heaven.
We all have breaking points, things that piss us off. And I just don't see why you would want to take it out on someone that could spit in your drink.
Why don't we get the benefit of the doubt?
Reasons you shouldn't blame your barista:
1. Another member of the team could have heard your drink order incorrectly.
2. We always ask if you want whip cream, if you say yes, it's your own fault.
3. You should watch the sale as it's being rung in. You see "frappicino" and don't question it when you wants a latte over ice - it's your fault.
4. Frappicino and Cappicino sound VERY similar - you try working with tons of tourists with accents that you are unfamiliar with and never get those two mixed up.
5. We try. We don't go to work saying "MWAHAHAH, I'm going to make ALL THEIR DRINKS WRONG! WRONG, I SAY, WRONG!" We go to work, get paid almost minimun wage, almost never get tipped, and you want us to be happy? We will try to get your order right, we will try to make you believe that we are happy - but trust me, earning 200 dollars a week is not something that anyone wants to "be happy" about.
6. Almost no one tips baristas. If you did, we'd be much happier to see you.
7. Becoming a nice regular customer is a good thing. We'll talk to you, treat you nicely, ask about your day. We can be great friends if you let us be - mostly people just want their 10oz. of fuel for the day, but hey, we have lives too.
My suggestion if you are a barista: Try to get a job as a hostess or somewhere in the restuarant business. I made just as much in one weekend hostessing as I did in a week of being a barista. Also, becoming a server, especially in a large city, can make loads of cash.
But then I stand there and begin to wonder, Does this person know what we are going to say about them as soon as their gone?
I know that some people "just don't care what others think." But do you want to be the person that someone complains about for the rest of the day.
Man, my day was great, but that woman... What a horrible person.
So, what if the barista is already having a bad day? It's a hot, sweaty Saturday during summer vacation. The cafe is packed with tourists, people that don't speak english, teenagers that are hard to please, and grumpy people from standing in such a long line. Now, I understand, waiting for 10 minutes to order coffee sucks, but how do you think the barista feels?
The entire time you are standing in line, they stare at the line, wondering if it will ever stop. Wondering if they have time to go to the bathroom so they won't get another UTI from waiting as long as they did last time. Yes, it happens. Because people lack patience. And I'm guilty of it too. I stand there with my arms cross, looking annoyed. Sighing whenever the person behind the counter messes something up and it takes me longer to get a drink.
But here's the deal: Most of the time, it's not the barista's fault. "Oh, I told them Decaf" No, you didn't. You forgot - why? Probably because you drink decaf coffee. Maybe you should have the caffiene to wake up a little bit.
"I said no whip cream." Well, I'm sorry, that's not what your cup says. But I remain nice, I ask politely if I could just scoop it off the top. "No, remake." Because, well, this person probably only speaks coffee english and nothing else.
So, bad day, long lines, suffering from probably what will become a bladder infection, and this woman comes up to the counter. I'm making drinks and I can hear her being very specific. It's a green tea frappicino, probably the most annoying drink to make at Starbucks. In a tall: first line of whole milk, 2 scoops matcha powder, tall ice, 2 pumps of creme frappicino, 2 pumps of classic. The longest list of ingredients we have, and thus, the longest to make.
So this woman is waiting, getting more visably annoyed as I work on about 5 drinks at once. I put the drink down with whipped cream on top. She says she doesn't want the whip, I ask to take it off, she says no, it's gross, she doesn't want any of it. It's not my fault - maybe not even her fault - but she treats me like an idiot. Her cup said "WC" whipped cream. So, that's what I did. "Also," she adds, "Can I have some extra ice?"
Great. So I go, remake it, extra ice. She gets it, drinks a little and gives me a sour look. I make a few more drinks. She puts the cup down, "There's not enough ice in this."
"Okay, could I re-blend it with more ice then?"
"No, remake it, please." She spits out the please as if she has a rotten taste in her mouth.
Okay, this woman probably just had a really horrible day, right? She is probably just frustrated and wants her green tea frappicino perfect. So I pour another one down the drain. I start to remake it again, adding a ton of extra ice. She stops me, "Excuse me - ma'am -" Now, I'm not a ma'am. I'm a miss. I've never been married, I'm only 23, there is nothing that says it's okay for someone older than me to call me ma'am, as if talking to someone their parent's age.
"Can you add four more ice cubes." I grind my teeth.
The benefit of the doubt, at this point, is off. She pushed too far and too much at this point. I had a line out the door, ten or so drinks that needed to be made, but because she chose to complain, I had to spend my energy on her. Meanwhile, everyone else is getting just as annoyed at her, at me, at the whole staff. I turn around, ready to tell her exactly what I think about her, and my supervisor tells me to go grab a drink of water.
Now that my blood pressure is way too high, I agree with him. Suddenly, water and a bathroom break seem like heaven.
We all have breaking points, things that piss us off. And I just don't see why you would want to take it out on someone that could spit in your drink.
Why don't we get the benefit of the doubt?
Reasons you shouldn't blame your barista:
1. Another member of the team could have heard your drink order incorrectly.
2. We always ask if you want whip cream, if you say yes, it's your own fault.
3. You should watch the sale as it's being rung in. You see "frappicino" and don't question it when you wants a latte over ice - it's your fault.
4. Frappicino and Cappicino sound VERY similar - you try working with tons of tourists with accents that you are unfamiliar with and never get those two mixed up.
5. We try. We don't go to work saying "MWAHAHAH, I'm going to make ALL THEIR DRINKS WRONG! WRONG, I SAY, WRONG!" We go to work, get paid almost minimun wage, almost never get tipped, and you want us to be happy? We will try to get your order right, we will try to make you believe that we are happy - but trust me, earning 200 dollars a week is not something that anyone wants to "be happy" about.
6. Almost no one tips baristas. If you did, we'd be much happier to see you.
7. Becoming a nice regular customer is a good thing. We'll talk to you, treat you nicely, ask about your day. We can be great friends if you let us be - mostly people just want their 10oz. of fuel for the day, but hey, we have lives too.
My suggestion if you are a barista: Try to get a job as a hostess or somewhere in the restuarant business. I made just as much in one weekend hostessing as I did in a week of being a barista. Also, becoming a server, especially in a large city, can make loads of cash.
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