About a week ago I was out to dinner with my family and about half way through our meal it started to snow pretty heavily. We noticed that our waitress kept looking out the front window and she looked irritated to still be at work while the snow was pouring down. When she came back over to our table to check-in with us, she asked “How is everything? Can I get you anything else?” She didn’t make eye contact or even seem to be listening for a response. In fact, she was looking outside again at the snowstorm and probably dreading the rest of her shift.
I paused before responding to see if she would start paying attention. After what seemed like several seconds, she finally made eye contact with me and I said “wow, the snow’s really coming down tonight! Will you be able to get off work early so you don’t get stuck in the snow?” She responded with “Ha, yea right. Our managers could care less. So did you need anything else?”
I was appalled by her negative attitude as well as her representation of the company she worked for. How should she have handled the situation? She should have never showed her irritation with being at work or negative opinion of the managers. She should have "slapped on a smile" and had a positive attitude - she couldn't change the fact that it was snowing and she had no choice but to finish her shift. As a customer, we were expecting a positive and memorable experience. We didn't get what we were looking for.
Why am I sharing this story? I want to ask a question... How is your brand represented on a daily basis? Do your "people" present themselves professionally? If asked about your company, can they explain what your company does and how you're different than your competition?
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Have a wonderful weekend!
Erica Parpan
Operations Manager
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