A customer in Cleveland told me my best employee was a problem

This guy, Mark, came in for lunch last Tuesday and spent the whole meal watching our server, Chloe. After paying, he pulled me aside and said, 'She talks too much with the other tables, it's unprofessional.' Chloe is the reason our regulars come back. Has anyone else had a client try to give 'feedback' that would actually hurt your business?

3 comments

3 Comments

jakeb2522d ago

Yeah, that "team players" line from masonbell really hits home. Some customers just don't get what makes your place work.

masonbell23d ago

Mark sounds like the kind of guy who complains about the sun being too bright. Had a guy last month tell me my bartender was too slow because he was making real cocktails instead of just pouring a beer. That careful work is the whole point of the place. Some people just don't get what makes a spot good, they want a robot. You gotta trust your gut on who your real team players are.

susana6623d ago

I get what you're saying about trusting your gut, but sometimes a slow bartender is just slow, not careful. If the place is packed and people are waiting ten minutes for a drink, that's a real problem. Not everyone wants a robot, but they do want to get what they paid for without a huge wait. There's a balance between craft and keeping things moving. Calling customers who complain "team players" feels off, like they're wrong for wanting decent service.