I am a very firm believer that good service should be provided whether or not you like or dislike your job, and/or whether or not you are having a good or a bad day. In my experience and the experience of many other that I know that despite personal circumstances it is not difficult at all to provide good service and do it with a smile.
Many experiences with both good and bad service have come my way. For starters an example of excellent customer service with bad circumstances. I had an experience at Ruby River in Riverdale, UT. Another acquaintance and I had gone there to have dinner. We both ordered sirloin steaks. One steak was very good, however my steak was anything but. The steak was absolutely disgusting. In fact it was so bad the if I squished it with my fork it would just spew between the prongs. I tried very hard to eat it because I never want a restaurant to lose money, after all they are in business to make money from consumers like me. I did however inform the waitress (who was very professional and courteous) of the situation. She offered on more than one occasion to get the manager so he could figure out how to satisfy my experience. I insisted that I would do my best to eat it and if I decided I couldn't then I would let her know. A few minutes later the manager shows up anyway, which was a pleasant surprise. He was a very nice man and wanted to make sure I had the best experience possible. He explained to me how occasionally there will be a cut of meat that for some reason turns out like that. He insisted that he get me a new steak and for the sake of an argument I gave in. He personally picked a new steak for me and cooked it exactly how I wanted and it was the most amazing steak I have ever had. That was the best customer service experience I have ever had and I highly highly recommend that you go eat there. I will most definitely be back for many more pleasant experiences.
A very good example of bad service I had was once when I was in Fairbanks Alaska. It was eleven at night and I was starving. I have always tried not to carry cash with me because its easier to protect a card, not to mention ATM fees in Alaska are unreal. Anyway, the only thing that was open was a Taco Bell. So I went to the drive through ordered my meal then pulled up to the window. I pulled out my credit card and handed it to the kid at the window. He takes my card, holds it in his hand and stares at it for a few seconds, looks at me, and says "uhhh, we don't take plastic.". I asked if he took plastic in the lobby, he said "yes" then I said so why cant you take it through the drive through? He cocks an attitude and says "I don't know we just don't, so do you have cash or not?" I FREAKED! I was tired, and very hungry and definitely not in the mood for a mouthy teenager that didn't take credit cards. That was an example of very bad service. It would not have been hard for him to politely say something like "I'm very sorry sir, but unfortunately we cant accept credit cards through the drive through window. Do you have another form of payment you could use?" That would have been very nice and understandable. Not "uhhhh We don't take plastic". That was pathetic.
I believe very strongly that it is important to provide gratuity for service. Bad service obviously doesn't deserve a gratuity, but if someone provides good service then I am a firm believer that its necessary to "Tip". Providing a small gratuity doesn't cost hardly anything to you, Most servers are happy with 10 percent, because every little bit adds up. But if service is great, then 20 percent is a must. If the pizza guy delivers a pizza to your home, if that person is friendly, and apologetic if its late, then there is no reason why he/she shouldn't receive some kind of tip. They put a lot of wear and tear on their car, and they work hard and fast to provide you the luxury of sitting at home etc. while your food is brought to you. Tips are never necessary, however, if you expect good service, then expect to show your appreciation of a job well done with a gratuity. It hardly puts you out of your way and if you meet that server again, they will provide you good service once more.
I love being in the customer service industry. I love seeing smiles on peoples face for having been provide a luxury that without me they would not have had. I appreciate very much when people offer a small gratuity to me when I provide them with good service. No matter what my personal circumstances I will never fail to provide the best service I can. If you are in the customer service industry I encourage you do the same, because in the end the payout it worth it for all parties involved.
