Customer Satisfaction: Accuracy and Timeliness First

It was obvious at this hotel that all dining room servers were instructed to be friendly and to chit-chat with the customers. All asked the same type of questions such as “Where are you from?” And they all followed up with some information about themselves. “I used to visit there.” “I hear that’s a great place.” They were good conversationalists.

When this was combined with accurate and timely service, it was very nice! But it did not work that way very often.

One young man was excellent with accuracy, efficiency, organization, professionalism, and friendliness. He had a very busy section, but he carried it off grandly! My husband and I left that meal feeling that we had experienced really great service.

One young woman, however, spent so much time conversing with the table next to ours that we were left waiting with empty plates for the dessert menu, then the dessert, and finally the check. The other table may have thought the service was great. We thought it was terrible. Conversing and timeliness must be balanced. It is possible to be warm and friendly without taking a great deal of time.

Another young woman was also great with the chit-chat. But there were three errors with our simple breakfast order. Friendliness turns into flightiness when the accuracy is not there. Again, there must be a balance.