Comments on: The Customer Is Sometimes Right http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/ Professional Geek Tue, 07 Feb 2012 23:32:27 +0000 hourly 1 http://wordpress.org/?v=3.0 By: AndyParkes http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/comment-page-1/#comment-1027 AndyParkes Fri, 15 Jan 2010 11:20:34 +0000 http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/#comment-1027 Thanks all for the comments Opinions are always welcome as I don't have all the answers :-) One thing I didn't mention in the post Everytime I've been to this place I've seen tables reserved. Now obviously with the hours I work this is generally weekends and bank holidays. I've never noticed the days when I've seen tables reserved so don't think it's unreasonable to think it would ok to do at a weekend I understand the points Ian and Luffer made I can also understand the point about having quicker turn around on smaller groups but they have a specific roped off area which is only used for larger groups. How many large groups do they get at a weekend that randomly drop in? Surely larger groups need that little bit more organisation It was probably the strange suggestions and the fact that from a customer perspective they were turning away business that irked me a little No hard feelings and I'm sure I'll go back again Susanne, I was going to ask to speak to the manager but decided against it because at time I felt like I was trying to talk them into taking the business. Thanks all for the comments

Opinions are always welcome as I don’t have all the answers :-)

One thing I didn’t mention in the post

Everytime I’ve been to this place I’ve seen tables reserved. Now obviously with the hours I work this is generally weekends and bank holidays. I’ve never noticed the days when I’ve seen tables reserved so don’t think it’s unreasonable to think it would ok to do at a weekend

I understand the points Ian and Luffer made

I can also understand the point about having quicker turn around on smaller groups but they have a specific roped off area which is only used for larger groups. How many large groups do they get at a weekend that randomly drop in? Surely larger groups need that little bit more organisation

It was probably the strange suggestions and the fact that from a customer perspective they were turning away business that irked me a little

No hard feelings and I’m sure I’ll go back again

Susanne, I was going to ask to speak to the manager but decided against it because at time I felt like I was trying to talk them into taking the business.

]]> By: Luffer http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/comment-page-1/#comment-1026 Luffer Fri, 15 Jan 2010 01:48:18 +0000 http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/#comment-1026 I used to work for a restaurant that operated a similar policy back in my youth. In fact we never took bookings or reservations, regardless of the time or day of the week. The reason was quite simple, we were a busy and popular restaurant. We could make more money and do more covers by serving tables of 3 or 4 people at a time. The problem with large parties is you have to block off the tables quite some time in advance to make sure you have enough space by the time of the booking. These empty tables are costing the restaurant money. When the party arrives they will spend far longer in the restaurant than a small group in for a meal. We could probably turn over a normal table twice in the time a party would be there. Of course if large groups arrived and we had the space we wouldn't turn them away. However our turnover was much higher on the couples and families. As we knew we would be busy anyway we'd rather stick to those customers than take several tables out of action. I used to work for a restaurant that operated a similar policy back in my youth. In fact we never took bookings or reservations, regardless of the time or day of the week.

The reason was quite simple, we were a busy and popular restaurant. We could make more money and do more covers by serving tables of 3 or 4 people at a time. The problem with large parties is you have to block off the tables quite some time in advance to make sure you have enough space by the time of the booking. These empty tables are costing the restaurant money.

When the party arrives they will spend far longer in the restaurant than a small group in for a meal. We could probably turn over a normal table twice in the time a party would be there.

Of course if large groups arrived and we had the space we wouldn’t turn them away. However our turnover was much higher on the couples and families. As we knew we would be busy anyway we’d rather stick to those customers than take several tables out of action.

]]> By: Susanne Dansey http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/comment-page-1/#comment-1025 Susanne Dansey Thu, 14 Jan 2010 23:42:51 +0000 http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/#comment-1025 Sounds like you were a victim of 'rules for the sake of rules' methodology that normally is popular with those we compare to 'monkeys' rather than those who are organ grinders. Did you ask if you could speak to the manager? Sounds like you were a victim of ‘rules for the sake of rules’ methodology that normally is popular with those we compare to ‘monkeys’ rather than those who are organ grinders. Did you ask if you could speak to the manager?

]]> By: Ian http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/comment-page-1/#comment-1023 Ian Thu, 14 Jan 2010 17:56:45 +0000 http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/#comment-1023 Andy I think in this case you are expecting too much from this particular establishment. It is obviously the restaurants policy not to take bookings at the weekend, this is usually because they want to be known for being able to pop by anytime at the weekend and having a reasonable chance of getting a table within the next 30 mins (for 2-4 people not 30!). Obviously the nonsense options offered to you after that was established by the call taker at the restaurant were just a waste of a few minutes of both of your lives! Keep up the good work on the blog, and have a good naming ceremony! Andy

I think in this case you are expecting too much from this particular establishment.

It is obviously the restaurants policy not to take bookings at the weekend, this is usually because they want to be known for being able to pop by anytime at the weekend and having a reasonable chance of getting a table within the next 30 mins (for 2-4 people not 30!).

Obviously the nonsense options offered to you after that was established by the call taker at the restaurant were just a waste of a few minutes of both of your lives!

Keep up the good work on the blog, and have a good naming ceremony!

]]> By: Rob Franklin http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/comment-page-1/#comment-1022 Rob Franklin Thu, 14 Jan 2010 17:42:08 +0000 http://andyparkes.co.uk/blog/index.php/2010/01/14/the-customer-is-sometimes-right/#comment-1022 I'm with you on this one Andy. What it sounds like is that they may well have been bitten with a reservation in the past. However a deposit would seem reasonable though the reason may well be because their systems do not allow for that type of booking. The only other reason could be that you reputation proceeds you.....just kidding. Sounds to me like the management in this establishment need to go one a customer service course. I would recommend finding some leaflets for some courses and dropping them in, consider it a public service! I’m with you on this one Andy. What it sounds like is that they may well have been bitten with a reservation in the past. However a deposit would seem reasonable though the reason may well be because their systems do not allow for that type of booking. The only other reason could be that you reputation proceeds you…..just kidding. Sounds to me like the management in this establishment need to go one a customer service course. I would recommend finding some leaflets for some courses and dropping them in, consider it a public service!

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