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.
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.
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?
And during the evening? We found ourselves chatting with customers about our latest finds and learning about theirs. Sharing stories and sometimes even taking notes!