This is a follow-up to my last article, "Is Customer service a thing of the past?".  I'm not writing this article as a means to "point the finger", but more as a way to understand a culture that has allowed for this drop in Customer service to perpetuate itself.

Look around you as you travel through your daily activities. No, I mean take some time to observe what is going on around you as you walk from the parking garage to your office, stroll in the park, or shop at the grocery store.  Because, if you are truly gathering all of the visual and verbal stimuli as you travel through your world, you will get the picture.  Yes, you will see a culture of that has been forgotten through time.  I will not go on record saying that I'm an expert on behavior or the culture of this world, but I do consider myself an expert on Customer service, so let's explore this idea.

To understand why restaurants are experiencing this drop in Customer service, we have to look at what Customers have settled for, as well as, the skills that have been ignored and are no longer "taught" to servers before they take the stage.  But, let’s start in "your" world.

First we have to look at some of the values and words of grace that have been forgotten over time.  As I travel, I notice a definite demise in the use of phrases like, "Thank you", "You're welcome", "May I help you", and " How are you today?".  The loss of face-to-face transactions is real and the simple communications that may seem superficial are becoming a thing of the past.  I believe that the loss of face-to-face is the root of the Customer service slide.  The fact is, generational changes in the workplace have a strong affect on workplace environments and the influx of X and Y generation employees have contributed greatly to this dilemma.  Yes, the small things like a good firm handshake and a sincere "How are you today?" are becoming a thing of the past and, in my opinion, that is at the core of this Customer service issue.

Next, lets look at how the "robbing Peter to pay Paul" attitude at restaurants has contributed to the lack of great Customer service.  I say great Customer service because it's not good enough anymore to just provide good Customer service - there are those restaurants out there that when you settle for good Customer service, will one up you and provide the great Customer service that Customers deserve.  It is true, that restaurant owners fail to provide the necessary training for their employees - it's more important to get these new employees into operations immediately.  Sometimes, just the fact that the manager has a warm body to put on the floor is good enough for them.  Can you blame them?  Being short-sighted can be somewhat understood when Customers need to be served and the new server is all that you have.  But, there has to be a time when training becomes a required entity.  It is an injustice to the "servers" to continually place them into a situation without the proper tools for the job and, as well, it is an injustice to the Customers who spend good money for an expected great dining experience.  Remember, Customers are not just looking for a drink and a meal, they're looking for a "dining experience".

As a restaurant owner or manager you will never be able to derail the habits, traits, and values of the X and Y generation employees that work for you.  But, you do have an great opportunity to influence them with proper training.  Helping your employees to understand "where they fit in" is paramount to providing great Customer service and you are at the controls when it comes to training your employees.  So, even though the ball seems to have been dropped at this point, it can be resolved by accepting the up front costs of good Customer service training.  Do that and your establishment will reap the benefits.  What are the benefits of great Customer service?  If you do your part, I guarantee you increased revenue, profits, and tips, and return business that will give your restaurant something that is invaluable - word-of-mouth advertising.  If you understand the cause for the drop in Customer service you can correct it.  Pick up the ball and accept the responsibility as a restaurant owner or manager for creating the great customer service that results from quality Customer service training.   It's possible to stop the slide now by doing what is right for your employees and your Customers.