by Natasa Ioannou
There have been a number of times that I get frustrated when the beer I order at pubs is not treated with the appropriate respect. As a customer I feel I am not being respected and that my presence in their establishment is not appreciated. As I explain my self, put your selves in my place.
By no means would I want the waiter to slam my beer on the table or hold the glass from the brim or the bottle by the neck or even bring me a frozen glass. Admittedly he may not know any better but why not learn? How did he/she learn about the food and wine? Would he put his finger in my soup or give me wine at the wrong temperature? Could it be that everything has to do with the employers and the attitude in the workplace?
Showing courtesy and professionalism costs nothing. A smile and a warm welcome doesn’t drive customers away. What does cost, in time and patience, is education. Of course education comes with a price tag. However, if education isn’t seen as an investment then there is a serious lack awareness. Respect for the customer extends not only to the quality of the product but also to the quality of the service offered by the business.
Consequently, a business that wants to be up-to-date and wants to distinguish its self, needs to pay attention to some key points, such as getting professional support in choosing the right beer for the season or the food being served, the proper glass, temperature and serving technique. The correct timing of when the beer should arrive at the table, without the foam “disappearing” as well as how to professionally, handle any possible customer complaints. Positive comments on social media (as well as negative) are certainly not a means to draw conclusions. The present situation requires polite as well as qualified personnel (human resources) and adjustments from both sides. In this effort, support from companies and suppliers should be indisputable but in most cases it is at best minimal or of poor quality.
The days when pubs were famous for the large number of bottled beers is long gone. Now they focus on quality and integrity instead of quantity keeping consistency for their customers. At the end of the (business)day and when the customers are home, that’s when the work begins. Re-examining the beer list and menu in order to prepare orders for the next day. All of the above show that the customer’s wishes are being respected.
The age when customers were unaware has passed. By investing in staff training and proper management a good businessman gains the respect and appreciation of the customers, since it’s through high quality services and products that he can prove that he is passionate about his job and product and is not in the industry for an opportunistic money making venture. Profits from the business are invested for the benefit of both the customer and the business. Now you will ask what happens in an uncertain economy like ours? Well that is another issue that we need to solve as citizens and as a nation.
The current circumstances require qualified professionals as well as common courtesy.
The age when customers were uninformed are long gone.
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