Let US Finish Our Dinner... Please.

Well... I am on a rant for this post.    I've waited almost a week before writing this blog and I'm still upset about the topic.  I have always been an advocate for customer service and in my own professional relationships have tried to treat others as I've wanted to be treated.  This past week... I had an experience that... well... honestly, it left me embarrassed, baffled but most of all... losing faith in the industry where I make a living.   Maybe losing faith is the wrong term... but it reminded me that no matter how hard we try, there is always improvement for training and making sure that customers are first priority.

Restaurants, bars, hotels... are all in the business of making money.   They are also in the business of ensuring that they provide a great experience so that their customers will become "repeat" customers as well as the greatest source of referrals.   I have traveled all over the country, eaten at a ton of restaurants and experienced many amazing opportunities.  This past week... was the low of low's.  The sad thing.. it occurred at one of my favorite restaurants -- or it was one of my favorites.   Right now.. I honestly don't know what my feelings are except, it will be awhile before I make a return visit.

So, you're probably wondering what could have been so bad?  The meat was undercooked and had to be sent back?  They forgot your dessert?  The glassware was dirty?   The wine cork crumbled?  They sat you near the service bar?   No.. unfortunately,  any of those things could have been fixed quickly.

I was dining with a group of friends, who are all in the hospitality industry.  Everyone at my table was somebody in an executive position.   In other words, the group was made up of people who know all about customer service in their own respective capacity.   Needless to say, this group knows great restaurants, so.. I had hoped this would become one of their favorites too.    We enjoyed some great appetizers, nice wine and our entrees were delicious.   Our waiter was attentive and actually, went above and beyond in many respects.   We were all were having a great time.  We made friends with some of the tables nearby and were sharing a few toasts with them.  It was a great night.   Nobody was out of control and nobody had over indulged.    We were in the process of having our coffee and finishing our dessert, when the check was presented.    No worries there, that's usually when they bring it.  The bill was paid and we sat there lingering over our coffee and finishing our conversation when the unthinkable happened... the "floor" manager came over to our table and asked us if we could leave because people were waiting who were hungry.   GASP!   In all my years... I have never ever been asked to leave, especially after paying a bill as large as ours that night.   In fact, I've been on the other end.. where I was the person waiting to be seated and they told me that there was nothing that could be done until the party left.

It was embarrassing, but most of all, it angered my fellow diners.  One of my friends,  who is very esteemed in the industry was so upset that he asked to see the general manager.  I was simply in shock.  I was hurt and embarrassed because the reality is... if they had just let us finish our coffee, we probably would have been up in 15 minutes or less.  Now... they took a group of 8, who are in the industry,  and honestly, it's doubtful if we will ever get over this.    This doesn't suggest that it's okay to do it to anyone who's not in the industry... I think it's just WRONG, period.  

I walked out of the restaurant very upset and in shock.  My friends, however, were so angry that they met with the general manager.  He later came out to talk to me and apologized.  He told me that the "floor" manager was new and that it should have never happened.   He also told me that he was taking care of our dinner and that he would make this right.   At this point... I began to calm down enough to really take a deep breath.  The manager clearly saw how upset that this had made me and my group.   He asked what could he do at this point and I told him that first the "floor manager" owed us an apology.

He told me that could be arranged and took me to the back where the guy came back and apologized. I asked him if he asked any other tables to leave and he said yes.  I asked him their response and he said that they were upset.   Now... I guess the question that bears asking... Was it worth it?  Was it worth losing 2 or 3 large groups who probably would have sent more business to the restaurant just to seat more groups 10 minutes sooner than they would have been seated?

As I reflect on the actions of this one person, I realize that he tarnished my image of this restaurant.   I've been there many times before and always had a great time and experience which is why, I kept going back and taking people.   It's one of the restaurants that I always refer people to ... every single time.  Now.. I find myself pondering whether I will honestly ever be able to do that again.  The general manager did his job and tried to make things right.  The very next day, the waiter, personally emailed two of my friends, who had given him their cards,  but, it still was one of those incidents that probably cost them business in the future.    As for the "floor" manager, he never even asked my name or for my card... which to me.. showed me, he didn't really care at all.   As this happened, I found myself asking how many other individuals have experienced this type of "poor" customer service?

I guess... we all learned a valuable lesson that night.   For me, I learned that mistakes can be costly and that we should all be mindful that even the most innocent gestures without thinking can cost us customers.  I'm sure that the "floor" manager learned several lessons that night... if he still has a job.  Then again, maybe he didn't think it was that big of a deal.

I'll Take the HIGH ROAD and Keep My Integrity!

Have you ever been faced with the temptation to "fight fire with fire"?   Have you ever been in a situation...  that no matter how positive you are.. the outlook seems bleak?  More often, both in our personal and professional lives we all encounter something that seems to get the best of us.   We've all been tempted to strike before thinking.  I know, for myself,  I have been there.  I've re-acted without thinking.  Then...  there have been several situations where taking the high road definitely worked out much better.

I've always considered myself a positive person.  I've always tried to look for the good.  I want to find the silver lining in all things.   I've always wanted to surround myself with successful and genuine people, who really love life and look at the bright side of things.    

Maybe... I am one of those people who looks at the world through rose colored glasses.  Maybe... I do believe in fairytales and that dreams can and will come true.  

Yes... there have been things that have gotten me down... and I truly mean, way down and yes... I am talking about personally and professionally.    There have been times when I've felt hopeless, depressed and just plain negative.  In other words, I was HORRIBLE to be around.   I'm human... but, deep down, the reality is.. that's not me.   In these situations,  I wasn't sure, I could bounce back, but somehow, I always found a way to pull myself out of the slump.    I looked beyond the surface to find something positive that helped me put the perspective back in things.  Basically, I chose at that moment to take the high road.  It's not easy to always stay on course,  and most of the time.... finding and taking the high road challenges your very being.    

Yes... it would be easy to take the low road in a lot of situations.  It's quite tempting at times... to just simply strike back and re-act without a care or thought.    It would offer instant satisfaction but long- term harm.   By taking the low road... we create chaos in our lives,  along with regret, negativity and most of all a self induced infliction of stress and worry.   I think more often than not, in our personal lives... we give in to temptation more often than we should.  I know.. that I do.  I work on it every single day when I'm faced with something that upsets me or causes me hurt.  Professionally, I fare much better... 

I think in business... there is no choice.  Taking the high road in business is ALWAYS the best choice.  It's not the easiest choice  to live with on a daily basis .... but sometimes, you have to be the better and bigger person or.....company.   There have been many situations where taking the high road has served me well especially in recent years.    I think for me, I've learned,  that I truly value myself and my reputation.  I  want to be credible, professional and most of all respected.  I don't want to lose my integrity by sinking to the level of others.   There are many who choose the low road in business and sadly, they de-value their company, their brand, other's perception of themselves but most of all, they de-value themselves.  

Every day, we are all faced with choices.  We should all stay truer to the course.  Someone said to me recently,  in the end, worrying and stressing will not change the outcome.  I've thought about this...and yes, it's true, it won't.  I'm one of those who worries about everything so for me... this definitely feels alien.  If somebody close to me is struggling with decisions... I'm struggling right along with them.   If they are faced with difficult decisions... I'm right there with them.   Life does not come without bumps in the road.   Bumps can be in the form of inappropriate behavior of individuals who for whatever reason... don't realize....  that is exactly what they are to us... simply bumps.  It's our choice whether to go over them or around them.   It's our choice whether to flatten them.  For me... my dignity and integrity will always be placed first in these situations.  My credibility and reputation are what matters the most... not allowing a person or situation to get the best of me... especially to the point... where I get on "their" road.

Life is a series of trials, tribulations and triumphs.  We are all faced with maintaining our integrity and credibility, especially the more successful we become in our careers.  Many times... we may be asked to compromise our beliefs and principles.   We will battle the trials and tribulations and we will enjoy the triumphs.   The true triumphs are those where we stand up for our principles and keep our integrity, regardless of those around us.  

"The high road is always respected. Honesty and integrity are always rewarded." Scott Hamilton

According to John C. Maxwell there are three roads that we can take in life:  

1. The low road – where we treat people worse than they treat us
2. The middle road – where we treat people the same as they treat us
3. The high road – where we treat people better than they treat us