Article: “Customer service with a snarl” (Aug.2006)


“Customer service has eroded over the past decade for a variety of reasons — low wages, lack of training, exponential growth, to name a few. Few companies have the blend of corporate culture, training and opportunities for advancement that makes employees surpass expectations…

…In the restaurant business, quality is difficult to gauge because most customers don’t complain — they simply go elsewhere. To amp up its service, Furio began a day-after-dining program to gauge customer satisfaction: The Scottsdale restaurant picks diners at random from the reservation book and contacts them about their experience.

“We look at every single comment,” says Stephanie Eglin, director of marketing for Anthem Restaurants, which owns Furio. “When somebody gives negative feedback, the owner himself makes the call if he’s able to. This type of endeavor is not costly, and we’re able to gain a lot of valuable feedback…”

source: “Customer service with a snarl” by Marija Potkonjak (East Valley Tribune, Aug.14,2006)


One Response to “Article: “Customer service with a snarl” (Aug.2006)”

  1. Jessica Says:

    It seems to me that business owners, including those involved in restaurants believe that they need to spend an absurd amount of money on furnishings and dinnerware in order to maintain their cliental. This is simply not true. Even those that seek extravagant dining will move on if they cannot obtain tasteful food accompanied by friendly service at any given establishment. A restaurant that takes the time to solicit and follow up on feedback is one that, in my opinion, will be successful. Whether your seeking a romantic night out at place such as Donatello’s, or grabbing a bite with the Kid’s at Friendly’s, people except and good service and food. You are right in that most customers don’t complain, they simply go else where, but this is because most establishments are not open to criticism. By training your wait staff to be polite and efficient, in addition to making sure the customer is happy, you can create an open line of communication where the customers will let you know if something is being done improperly, thus affording you the opportunity to correct a mistake.

    For example, I have spent many hours both researching and dining at Friendly’s Restaurant and it is abundantly clear to me that if I ever had a complaint, they would really want to hear about it. Their wait staff will ask you if everything is ok in a manner that is not routine, but truly seeking an answer. I will forever dine at Friendly’s, not because of the appearance of the restaurant, but because I know I can count on its staff. Something to think about for any restaurant owner, I think.

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