Article: “Customer Service Or The Lack There Of”


“Who among us hasn’t had an unpleasant dining experience thanks to a rude waiter, lousy food and bad service? From the telephone to the table, customer service is defined by anticipating the demands of customers, and these days, customers are demanding more; specifically in the way of service, and service starts as soon as the guest walks through the door.

The old adage, “You never get a second chance to make a good first impression” still holds true today, especially in the hospitality industry, and equally important is the guest’s lasting impression.

“If we don’t take care of our customers, our competition will,” said Annie Kang-Drachen, Director of Sales and Marketing at the Department of Food & Beverage Management, UNLV William F. Harrah College of Hotel Administration.”

source: “Customer Service Or The Lack There Of” by Kate Mazzarella-Minshall (


6 Responses to “Article: “Customer Service Or The Lack There Of””

  1. ruth Says:

    So true. What is forgotten is that we’re dealing with PEOPLE, with STORIES… Why does the waiter not think about the fact that I have made a big effort — possibly shopping, bathing, shaving, dressing, fussing with hair and accessories. I may even have taken time from work to get ready. We are all going to a restaurant, it might be a special occasion, a birthday, a proposal of marriage, good news — we want to be focused on US, not the waiter! While it may be OK to enjoy the food, to notice the nice surroundings, to enjoy ourselves, the essence of the deal is enjoyment and a pleasurable experience. It is amazing what people bring to a table — including religious needs and dietary requirements. It’s not even about “customer satisfaction”; it is far simpler than that: it’s treating people with respect BECAUSE you don’t know everything that is going on.

  2. Restaurant Business Coaching Says:

    Most restaurant owners focus on their food or on their external marketing. Yet what’s most important is customer service. What’s ironic is that it’s the most powerful marketing tool that doesn’t cost anything to use… yet so few restaurants do that.

    Restaurant Marketing Coach

  3. Restaurant_Shops Says:

    I couldn’t agree more. It’s no secret that few industries have as intense of a competitive landscape as the restaurant industry. External marketing plays a role in getting people in the door the first time, but the most dynamic and successful marketing campaign won’t keep you in business by itself. Good food by itself does not offer enough value to justify the cost of it. Successful restaurants that endure have three things in common.
    1. Service Excellence
    2. Food Quality
    3. Atmosphere
    They deliver these things consistently and in a way that differentiates themselves from the competition. This is a recipe for a memorable experience that results in long-term success via repeat business (loyalty) and referrals / advocacy. Leading restaurants have well established mystery shopping programs that allow them to hold individuals and managers accountable for delivering on each of these critical factors.

  4. Beatrice Says:

    I hate to admit this, but I have been to restaurants who had a horrible service and I decided to never come back just because of that one incident. Service trumps marketing all the way. If the service is good, that gets naturally marketed through customers and potential customers.

  5. Inside Moves Relocation Moving Company Says:

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