Would You Tip Me? How I Was Expected To Serve

Dear Service Industry Workers,

I worked in the Service Industry and learnt so much while I was working there that I've carried it through as a general life skill. And whenever people comment on my work, it's often comments related to service, even though my other fields of work had nothing to do with the service industry.

Maybe my expectations of you are too high. This is why:

So, what would you tip me?

• I was not allowed to be seen with my cell phone in my hands, even if the shop was empty. 
• I greeted people with a smile. Always. No exceptions.
• When 5 people were all calling reception at the same time, my goal was to answer the phone within 30 seconds, even if it meant putting people on hold and getting numbers to call other people back.
• I had to deal with a woman asking me over and over for body wash/ something to clean her body with/something to make her body clean/something to wash her body with. After telling her for the 10th time (in a different way to the 9 previous times that she asked) that we didn't have what she was looking for, she spotted some shampoo and said that that's what she'd been explaining all the time. Something to make her HAIR clean! And you know what, I kept smiling the whole way through, asked if she would also like some conditioner to go with that shampoo and gift-wrapped her entire purchase for her.
• I was expected to know the area and be able to recommend restaurants, fun activities and directions from the highway, even though I was a foreigner, didn't drive and all the activities were WAY out my price range.
• I was expected to be able to recommend treatments offered, even though I had never had any myself.
• I was expected to acknowledge all guests/customers by name if at all possible.
• Managers NEVER told the clients they were wrong and if the client felt wronged in any way, they would go out of their way to make amends. Bad service? I'm terribly sorry, we're had a huge group booking that required all staff to be available at the last minute. Please, have a drink on us while you wait for your reserved table to vacate.

Some of my co-workers and I from the Spa

I will always be thankful for the training I got when I worked in the service industry. Does it make me judge your service? Of course! But I feel your pain when you've got 20 people in line, waiting to be served, the phones are ringing off the hook and you're trying to acknowledge all the people who walk in, answer the telephones, get people into their appointments and still smile. 

If you can do that and still smile at me, the last person in your line, I will commiserate with you. I'll say, "Don't worry. I know what it's like to be in your shoes, you did a great job dealing with that big rush."

Maybe I'll even tip you. If it's appropriate ;)

Click here, here and here for the other posts in this series.

Also, what do you think of Practical Cookie's new look and mascot?

Will I Tip You? Exceptional Service

Dear Service Industry Workers,

Do you want to know why I'll tip you MORE the industry standard?

You probably do some of the following:

• I get greeted with a smile and am made to feel welcome.
• There's not a cell phone in site. You didn't have one in front of you when I walked in, and if a computer is in front of you, it's open to something that looks like work (and not Facebook).
• You approach me and ask me if there is anything you can help me with.
• You think about what I will need and address it before I ask - cold day outside and door wide open: "Can I close the door for you? That breeze looks like it's whipping inside and making you all cold". Glass of water has a few sips left: "Can I get you another drink?".
• You attend to my most absurd requests with a helpful attitude. "I haven't heard of that restaurant down the street, but let me check with someone and see if it's good." "You're looking for a doctor, even though this is a restaurant? Let me call my manager for a recommendation." "You're wanting the greek salad, without tomato or cucumber? No problem. Can I add some dressing on the side?"
• On my 3rd or 4th visit that week, I'm greeted by name and asked if I would like to start off with your usual insert-name-of-favourite-drink-here.
• I leave thinking "Wow, he/she was so helpful. I can't believe the service at that place. I'm definitely recommending it to all of my friends."

If you've missed the other posts in this series, click here and here to see them.

Will I Tip You? Average Service

Dear Service Industry Workers,

Do you want to know why I'll tip you the industry standard?

Restaurants - it's not only up to your staff.
If you train them properly, they'll perform to the standard you expect. 

You probably do some of the following:

• Put away your cell phone when I walk in and acknowledge I exist.
• When I ask for something, my request is taken seriously and addressed without too much hassle.
• Minimum service expectations are met. Sometimes with a smile. Sometimes with a serious face. But at least when you talk, I can hear you and understand what you're saying.
• I leave your workplace thinking: "Hmmm, that was nice, the waiter/waitress/receptionist was OK."
• When I'm finished, it takes a while for you to come and see if there's anything else you can help me with.

Click here for the previous post in this series.

Will I Tip You? Bad Service

Dear Service Industry Workers,

My tip is proportional to the service I receive. So, do you want to know why I don't tip you as much as you expect?

Probably because you:

• Ignore me when I arrive at your place of work.
• Drag your eyes away from your computer/laptop/cell phone/the TV when I say "Hi".
• Stare at me like I've walked out a block of mouldy cheese when I ask if you're going to be able to help me.
• Carry on taking your clearly personal phone call even though I've just walked through the door, then hang up with a sigh and an "I'll call you later" when I stand directly in front of you and you are unable to pretend I don't exist any more.
• Mumble sweet nothings into the air around you while you "help" me with a perfectly reasonable request like "Please may I have some cream".
• When something is taking a long time, you think that it will go away by ignoring it and by not telling anyone why, exactly, it takes so long for you to swipe my card at the machine.
• I leave your establishment thinking: "Oh my word - I'm glad I'm out of there and don't have to interact with that person again".

Don't expect a tip if I feel that you're sleeping
on the job...