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Anyone who manages a business has the responsibility as the "manager" to be aware of what is going on in that business. I will say this again, anyone who manages a business has the responsibility as the "manager" to be aware of what is going on in that business. I said this twice because I want to make a strong point. While sitting in the Elephant Bar in Hayward, California with my five year-old daughter, Brooke, something really disturbing happened while we were eating and playing "Thumb Wars", a game that Brooke loves to play, (a game where I often lose and have to tap out to get released). We begin to hear some rather harsh and explicit language coming from a patron of the same restaurant just a few feet away from where Brooke and I were sitting. Two men were having a very animated conversation, needless to say if I could hear them so could Brooke.
I got the attention of my server and complained about the foul language and the fact that my daughter should not have to be subjected to this in a "family restaurant". My server said "oh you can hear it too?" She told me she would talk to the men and ask them to lower their voices. She never did. All she actually did was bring us the check and say "I hope you enjoyed your meal". So, as Brooke and I departed the restaurant, I saw a man who appeared to be the manager and I expressed to him my concerns regarding the rude and vulgar language my daughter was subjected to, he apologized and said he was not aware of the issue, (considering that I never once saw him walk around the restaurant to check on customers during our meal), I could clearly understand why he was not aware of what was happening in the restaurant.
What happened next totally insulted me as a customer; the manager, whose name is Jay Skowron, reached into his pocket and gave me a card. I thought at first it was his business card it turned out to be a coupon for a free appetizer, as if by giving me a coupon for a free appetizer, it would make my ruined evening with my daughter go away. All that did was infuriate me! I turned to Jay and refused his attempt to buy me off by giving him back his coupon, I left the restaurant only to return a few minutes later with my very own card, a card that did not offer a free appetizer instead it was my We8there.com business card. I said to him while he stood there with what appeared to be two other managers that I own a business that reviews restaurants and thank you for your time. I turned and left the restaurant only to get to my car and see Jay following me, closely behind. This time his apology appeared a little more sincere, however, I was already past the apology point. I simply asked for his name and he presents me with his business card. It's apparent to me that when things go wrong at this restaurant and many other restaurants, the very first thing managers do to remedy the situation is to reach for the proverbial "free appetizer card".
If you own a restaurant or ever manage a restaurant, here's one point I want you to think about: Stop trying to buy off your customers! When they complain about something throwing a free appetizer or dessert, will not always fix the problem, sometimes just a simple apology will do or ask how things could be made right. As a manager, you are an ambassador for the business and you need be fully aware of what is happening in your restaurant or hotel which means, get out of the office and walk around, don't only respond when there is a problem, be proactive and prevent problems. The Elephant Bar in Hayward may have lost a customer because of a learned habit of trying to buy off the customer rather than offering a viable solution to their issues.
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Just remember, try to help someone this week. Donate food to your local food bank or make a momentary contribution to a homeless shelter in your neighbourhood. Whatever you do this week, take time out to make a difference.
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