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I'm sitting in a restaurant right now in Addison in a meeting that runs from 11:30am to 1pm. I ordered an "Ultimate" bacon cheeseburger with everything in it. I specifically asked for a lot of french fries. While staff was servicing 18 people in the room, they brought out salad and burgers to everyone around me. Understandably, others ordered earlier than I did. After quite some time, I got a burger. The speaker at this meeting is a very successful businessman, and so I was very focused on taking notes and listening for valuable information. While I was eating my burger and fries, I realized there is no bacon and cheese on it. I went by and told the wait staff that I ordered a burger with bacon, cheese and everything on it, but the burger that brought out to me had mushrooms only. The wait staff said that I can keep the burger and fries that I'm already eating, while they cook my Ultimate Bacon Cheese Burger to go. I was happy to hear that and went back to my table, continued eating my fries and taking notes from the speaker.
Half way through eating the burger with mushrooms that I was told to keep, the wait staff came and took my dish with my burger and fries away. I then waited for a long time for the Ultimate Bacon Cheese Burger to come out, the one I ordered. During this time, I was a little dissapointed for two reasons: (1) wait staff took away the burger that they told me to keep. It was not only the burger but the fries that I wanted. Besides, it was the principle that mattered. (2) I waited for my Ultimate Bacon Cheese Burger to come and it did finally arrive only after everyone's food and dessert came out.
Well, needless to say, I was disappointed. It was a lesson to learn. Be sure to determine how good your Customer Service is by experiencing it from your customer's viewpoint.
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Follow Up to the Story on The Ultimate Bacon Cheese Burger
I talked to the wait staff after the meeting to let her know how I felt, but I wasn't mad at her at all. Communication is very important to me. In fact, I told her that I understand that she has to do what she was told to do. She told me that if she left that burger with me she would have to pay for the burger. I told her that I understand. This is a case study for businesses to understand that although it was unfortunate that their communication broken down somewhere among themselves, the customer shouldn't have to stuck in the middle. What should have happened was that the manager should have just let it go. How much is a burger worth to you in comparison to the amount of business that would have gained or lost because of customer satisfaction?