• Ray Andrew posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 5 years, 10 months ago

    There are places that I love to go to for the atmosphere and the service because it really does make it a memorable experience. You can go to a restaurant and be totally underwhelmed by the food, but good service and a nice place to just sit and enjoy yourself will be able to make up for the shortcomings. However, the opposite is not true; I can never overlook bad service even if the food is fantastic. I love going to Buffalo Wild Wings with my friends when there’s a game on; all the energy and excitement is intoxicating. Still, the last time I was there was catastrophic because of the horrible treatment. I was fine with the food and loving the lively chatter, but the servers were so inattentive and lackluster that I could not help but sit there dreading the fact that I had picked that restaurant over another. It is hard to enjoy yourself when you are searching for a waiter to fill your water or take your order. Even worse, it is embarrassing when you are flagging down the first server that you see as if you are desperate for attention. Maybe it was just that one time or maybe it happens often, but I know that I probably will be visiting other restaurants in lieu of here.

    • From a strictly neutral standpoint, I must say that this happens to even the best restaurants sometimes; even the most well trained staff is still human and prone to eventually make a mistake. As a consumer and a businessperson, though, I can agree that this is not what should be occurring. In the constant flux of the restaurant industry, locations are heavily reliant upon the service that they provide to their customers. There is a certain expectation for flawless performances by wait staff, but we know it is not humanly possible to have an absolutely perfect record. However, for the staff to fail you numerous times without another staff member apologizing and making things right is simply unacceptable. In the food service industry it is paramount to maintain a level of excellence so that customers are satisfied from when they first are seated to when they depart. This is no different from any business; when you are inattentive and cold towards a customer that customer will leave. Buffalo Wild Wings, as well as other businesses, would do well to learn from their mistakes and treat all of their patrons with the utmost respect and caring.

      • I can see what you mean. I probably should not be so quick to judge them considering how mistakes happen and there is no real reason to crucify them for something as small as a handful of mistakes on just one occasion. But you are resoundingly right in saying that someone should have been able to sense my displeasure and remedy it. While it would not be a panacea for the issue, having another person acknowledge my problem and attempt to solve it would have been satisfying enough.

    • I went there once, but I think it was better than your time there. The food was good and the place was absolutely electric! 🙂 My server was pretty good about looking after us, too, so that’s really weird that yours wasn’t so great. Maybe they were having an off day? 🙁
      But you’re right about it ruining the experience when the service is bad. I don’t think I’d put up with someone who didn’t take care of me like they should. When a bad thing happens that stays on your mind. 🙁 Sorry this happened to you Ray 🙁

      • One can only hope that it was an off day for them; if that was the quality of service for the restaurant on a regular basis, I question how they are able to stay in business. Unfortunately the rest of the experience (food, atmosphere) was not enough to truly make it worth trying again in the near future. It is hard to recover from something as damaging as underwhelming customer service, but I believe you are right in saying it was probably just a bad day for the restaurant. Even so, I doubt I will be going back and trying the place again anytime soon; the experience left a bad taste in my mouth that will take a while to wash out.

    • I like going to BWW after work with friends for a few beers, so we end up sitting at the bar. Is it really that busy when you sit at the normal tables? Bartenders are pretty good at the place near my office, but are servers really that bad when it comes to taking care of people? How do you think they could improve their business model?

      • Usually when I go it is to watch a game or a fight, so usually it is pretty packed in there. The bar can be pretty busy, too, but nowhere near as busy as the regular seating area. I tend to see decent service when I am at the restaurant, but nothing extraordinary. Most servers are doing their job, but you cannot say they are doing it poorly or well; the best way to put it is that they do a fair job for what is expected of them. Now, there is room for improvement but it is satisfactory for the most part.
        The business model is an entirely different beast that would be quite a challenge to tackle. What I believe you are trying to ask is how would they be able to change their service structure to improve customer service. If that is what you are trying to ask, then I would say that they need to facilitate the fact that the restaurant is extremely busy and rushed when there is a sporting event that evening. Staffing should be planned accordingly, while chefs should have been prepared for the additional inflow of customers. Food was extremely slow that night, which could have been combated by additional servers to take orders that way food would be prepped in batches. Also, the lack of seating was a problem that would have been solved by opening up the expansive bar area to guests rather than simply seating a majority of customers in the main dining area. I am not an expert in restaurant management, however, so my words should be taken with a grain of salt.

    • That’s part of the cost of doing business. You can’t make everyone happy, and obviously this time around they couldn’t meet your standards. The food was good, the place was nice, but you still want more? Really, quit being so selfish and understand that it can’t be perfect all the time. Have you seen how many people can be in a restaurant? One half satisfied customer is better than a room full of unhappy customers and one satisfied person.

      • While there are costs of doing business, I do not believe this is an error that is rooted directly in the business model or operations. This is most likely stemming from the actions of the employees who probably carried a sense of apathy towards their job. The day I was there was not the busiest of nights, nor was there any reason for other servers to disregard me. As you have said, we frequent restaurants to have the entire experience, and proper service is part of that package. One unsatisfied person can be quite vocal and is, at times, more outspoken and influential than a happy customer.