Comments on: A server who refused to serve

By: Steve

Steve — Thu, 19 Nov 2009 18:51:55 +0000

Jeffrey, I agree on all points. Especially the last point: “…I don’t blame the server, I blame her boss, and his boss, and his boss.” Well said.

By: Jeffrey Summers

Jeffrey Summers — Thu, 19 Nov 2009 18:41:21 +0000

Sad but good post Steve.

1. Just another sad tale in a long line of sad tales these days. If you haven’t heard of this or experienced parts of it, you simply don’t eat out much.
2. This is now the norm at most chains.
3. The experience, though at only 1 of the many restaurants Carino’s owns and operates, marred your perception of the entire brand.
4. Unless consumers start demanding better service, they’ll never get it.
5. Indicative of an extremely poor culture of treating people as a transaction. I don’t blame the server, I blame her boss, and his boss, and his boss.

By: Steve

Steve — Sat, 14 Nov 2009 20:28:12 +0000

Adesh, I agree that testimonials (both positive and negative) have an effect on where customers choose to spend their money. In the case of Carino’s, in my experience, the positive comments I’ve heard in the past far outweigh the negative. That’s one of the reasons we chose Carino’s last week. Even so, it proves the point we discussed earlier that, regardless of a company’s service reputation, the customer’s impression will be formed by his/her actual experience. The aspect of this truth that keeps many stakeholders up at night is that this impression will likely be based on the customer’s one-on-one interaction with a front line service provider. In manufacturing, quality control can eliminate defects before the customer sees/experiences them. Not so in the hospitality industry.

By: Adesh Sidhu

Adesh Sidhu — Sat, 14 Nov 2009 07:44:41 +0000

This is an awful service. Never experienced such thing. In fact never heard of such thing.
I am sure many readers of this blog will also think twice before visiting this place.