Dear full service restaurants. We know that business is tough. Don’t swamp customers at the door.

Happy new year!

It is a tremendous pleasure to see this side of 2019! We wish only the greatest and best for you, for your family, for you friends, for your community.

About 2019

I planing to blog a bit more in 2019, about what is on the mind, as well as on my areas of interest in innovation and customer experience.

My thoughts

There’s something that bothers me – from a customer experience perspective. I am a big fan of Mugg & Bean – I just love their coffee and brand. Also Spur – because I have a small child. However, I find that their waiters have a tendency to stand in groups at the door. This means that they are very ‘in your face’ when approaching the entrance. There isn’t really even place to breathe. Here’s a suggestion… have one individual, with great people skills to welcome and assign guests. The bombardment is unpleasant (take note, M&B Centurion Mall).

Photo shows a group of waiters congregating outside the restaurant. Courtesy of safarinow.com

Even worse was the Spur at Village Mall, Hartebeespoort. I was really irritated and unpleasantly surprised by your waiter who ventured dozens of metres from the entrance to ‘invite’ customers in. This is not inviting. It feels like harassment. I wasn’t going for lunch. I was walking past. The sense of inviting welcome that may have been aimed for, was missed. Again, the same suggestion as per above applies.

I am a difficult customer – being in the customer experience industry has done that. I expect a higher standard than many others. I do not expect to be bothered and harassed. I expect to find a free and welcoming experience.

Please can we work towards that?