Restaurant Errors
My wife took off work yesterday, so I took her to lunch at the Fresh Fish Company, a local restaurant. We arrived early and were the third couple seated.She ordered the Fish and Chips and I ordered a Baked Cod Florentine (I like anything with spinach). Unlike many restaurant waiters, he actually wrote our order down on an order pad. So many of them just listen and then write it down or enter it later.
It took a surprisingly long time for our order to arrive, but when it did, the waiter served Shirley her Fish and Chips and as he placed a lovely filleted fish in front of me he said: "And here's your trout, sir."
I said: "It looks lovely, but I think I ordered the baked cod florentine."
He shook his head and said: "Yes, you did."
He picked up the trout and headed back to the kitchen.
I told Shirley to start eating because someone else was probably eating my cod, thinking it was trout.
About 10 minutes later, my cod arrived. It was great, but late. And unlike other restaurants, they didn't offer to take the meal off the check, give us a free dessert or coffee or anything.
Root Cause Analysis
It wouldn't bug me so much if this wasn't such a common occurrence in restaurants. How hard can it be to:
1. Get the order right.
(Did he write it down correctly? There's very few ways to confuse "cod" with "trout.")
2. Prepare the order correctly.
(Did the cook get it wrong?)
3. Deliver the correct order.
(Or did the cook set two orders side by side and the waiter picked up the wrong dish?)
4. If you make a mistake, fix it fast and make it right with the customer.
I'm guessing that because the second order took so long that it was never ordered correctly in the first place.
At least the bill was correct, although it didn't convey any apology for our inconvenience. I don't eat at this restaurant very often because, although the food is good, the rest of the process is error prone.
Your product ain't the product!
The product is the total customer experience. There may be nothing wrong with your product, but your service may stink. Incorrect orders, bills, or late delivery are all part of your product or service.
Find ways to mistake proof the whole chain of customer experience or customers will find someone who can.
mailto:knowwareman@mindspring.com
http://www.qimacros.com
2253 S. Oneida St, Ste D
Denver, CO 80224
303-756-9144 (888) 468-1537
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