My initial experience with social media was somewhat of a night mare. I was temporarily working as a food server at at Mexican restaurant. A family of 12 came in and was seated in my section. When I approached them and introduced myself as their server I quickly realized that only one woman in the group that spoke English. They were apparently for TJ. I asked her to translate for me what beverages her family would like to start with and she said water. I left and filled up 12 water glasses, brought them out and then took the lunch order from the woman speaking on everyone's behave. I left the table and went to the computer and typed in everyone's order. Once I finished I walked back to my section and noticed that everyone at my party of 12 had soda's and beer. I asked the women what happened and she said she stopped a male waiter and ordered drinks. I asked her why didn't she tell me? She said it was because I was busy. Strange......
I went to that waiter and asked him what happened and he said that the woman said that I wouldn't get drinks for them. I told him that I did take the order and that all they wanted was water. I thanked him for his help and went about my business taking care of all my guests.
The entire time I served the party of 12 they seemed annoyed with me and as I had anticipated at the end they left no gratuity. It was one of the strangest experiences. I later realized that they were upset because they preferred a Spanish server that spoke their language. The waiter from earlier told me that they stopped him several times for other items. They refused to ask me or tell me what they were needing. I've never experienced anything like it.
Two days later my manager pulled me into his office and showed me a post on Yelp. I was horrified. The woman that spoke for the family wrote on Yelp that the service she experienced was the worst she had ever had and she mentioned me by name! And warned everyone not to have me as their server! I was shocked! I really did give this table good service, but there is only so much you can do if they won't talk to you. I told my manager that I wanted to respond and he threatened me with a dismissal of my position if I responded. I left 3 months later and re-opened my own business, Chrysalis Spa. I had it for 5 years and had to close for a short while.
I was scared to death to use Yelp for my business because of the experience. Once I finally gave in and listed Chrysalis Spa it actually worked out well. I ended up with wonderful feed back from everyone that went on to leave a review. In fact, all my reviews were 5 stars.
Wow! What a horrible experience! Reading your story actually made me angry. I don't understand why people are not civil. This whole situation could have been avoided had the party of twelve simply asked for a Spanish speaking server. I have traveled rather extensively all around the world and I have never become upset because people did not speak English. I kind of expect people to speak their native language and understand it is up to me to communicate.
ReplyDeleteI also understand your frustration at not being able to respond. I think companies in general need to get better at this i.e. responding to frivolous complaints.
Thanks Matt, yeah I thought the same thing. I would have had no issue with letting someone else serve them for sure!
ReplyDeleteCheryl,
ReplyDeleteWhat a terrible and unfair experience. This situation is a good example of why I had been a bit hesistant to get involved with social media in the public arena. I hope that your situation occurs less and less these days, as people take a singular review which doesn't fit the norm as an example of someone with a vendetta.
I knew of a company that responded to every review made on any social media, whether good or bad. It's too bad your manager didn't have the faith or guts to do that.
Yeah, he actually told me he didn't believe me even though I had never had a complaint in 2 years and had a file of complements from customers. He had a little trouble with his management to employee skills. Made it easier to leave when the time came. After I reopened my business and eventually used yelp, I realized how fantastic it can be. I had some amazing reviews. Just too little too late. I waited far to long to reap the benefits. All the calls started coming in after I closed my business.
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