Does some customer service border on over-familiarity?
By: KatieN
Date: 06 Feb 2012 11:30 AM

We all like good customer service; but not all of us enjoy insincerity or over-familiarity. The much over-used "have a nice day" (a phrase coined by McDonalds many years ago) is the epitome of everything we have come to dislike about the feigned politeness of certain staff in certain establishments.

Having lived in Canada for a number of years I've witnessed the big business that is the service industry: over there, bar staff and people waiting on tables are almost running a sideline business in customer service. These people work hard for the tips they amass, and they do so because they are paid considerably less than their counterparts in the UK.

Over here, we ponder the question 'to tip, or not to tip' endlessly; often preferring to leave a tip at our own discretion. Conversely, in the US and Canada, not to leave a tip would cause much consternation among staff - not least because they would be genuinely concerned that they hadn't done enough to 'serve' you. To that end, they try their utmost to actually earn the tip they expect to receive from you. Where this system fails in the UK is that good old fashioned British sensibility will not allow for the expectation of a tip. Instead, we prefer to receive a certain service as standard - adding a tip only as a means of rewarding an employee for doing something over and above that standard. Both systems have their flaws, but I would prefer to tip at my own discretion, and not because it was expected of me.

Moving on to the hotel service industry, last night I found myself cringing at Channel 4's series, 'The Hotel'. The owner/manager is charmingly incompetent, to say the least. I'm unsure as to whether he has had any training in the hotel industry, or whether he's simply bought a hotel in the hope that he'll acquire the necessary skills for success along the way. You can't fail to be moved by his enthusiasm, but I did find myself shouting at the television whenever he was acting in an over-familiar sort of way with his guests. It's perfectly acceptable to be greeted in the bar area of a hotel when you enter, but to then be subjected to personal questions such as "what sort of day have you had then"? is outside the realm of good customer service boundaries, and borders on the over-familiar.

It's a tall order to expect the service industry to consistently get things 100% correct; as human beings we are all fallible and therefore we are likely to get things wrong from time to time. The general consensus seems to be that either the service industry gets it right all of the time (or risk a lot of negative criticism!) or else we see the industry going the other way: lacking the necessary formal tone and composure that we associate with a good and satisfactory service.

Perhaps we should start to complain more? But when we complain, do we offer a critique that is constructive and based as much on suggestions as to how things can be improved as well as how disappointed we are that something went wrong? I don't think we do complain in the right way; nor do we complain or offer feedback as often as we should. As survey-takers and panelists we get the opportunity to voice our concern on certain aspects and in certain industries; however I do believe that most managers and business owners would welcome more individual voices - particularly those with a constructive tone - whenever there is something we feel could be improved.

Food for thought?

LizzieAnn
About me: I love surveys! You can't tell from reading any of my posts, though, can you?! I am a full time worker with two children and a full time house husband, are you jealous?
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By: LizzieAnnDate: 07 Feb 2012 12:18 PM

What a marvellous piece of work, Katie, and very incisive, very well observed and good points, all of them! I was born in the States but left aged 7, so can't comment on adult issues in quite the way you can, but my mother went out there initially as a trained nurse due to the fact that no American would "lower" themselves to do such menial work....they all want to get somewhere, are big go-getters and high-fliers and yes, waitressing and the service industries do have a bad name, but I totally agree with you about the way in which service is viewed, we should tip at our discretion and if we can afford it but only if the service is worth tipping for! :)

I didn't watch the programme you did last night but I think it is difficult to strike a balance.

I worked for years in the hotel industry as a barmaid, chambermaid and waitress and you have to work really hard for tips. You also have to work really hard to get your work done as they tend to really pile it on...I started aged 11 and I found it interesting that French customers always left tips under their pillows in the bedrooms!!

Also, I worked in a hotel in which famous people often stay but I never got a tip from Elton John nor Tommy Cannon and Bobby Ball (although I felt I should have as they left the most horrendous mess in all their rooms!!) but on the other hand, every member of the Drifters was a perfect gentleman, and emptied all their pockets of all their loose change and filled up all the ashtrays with this, which was our tip....it was tons!!! Of course, we had to share it, though, because we didn't get paid much but it was a lovely gesture, and again, an indication of the American attitude that tipping is REQUIRED!

Thanks again for giving us all something to think about, Katie, and a beautiful piece of writing! :) :)

crusty
About me: I am 62, retired and have never married. I live in a little cottage in the Yorkshire Dales with my presant cat Sarah.
Why I like surveys: Apart from my relatives considering me to be an opinionated old whatsit,they give something to do and the cash helps with the cat treats.
By: crustyDate: 07 Feb 2012 12:19 PM

My problem I have with tipping is :-(A) if the meal is terrible but the service is good would I really want to leave a tip and (B) If the meal is great but the service is rubbish' I still wouldn't want to leave a tip.
I once read that the derivation of 'tips' was that it came from little notices on tables T.I.P.S to insure prompt/perfect service.
I tend to tip based on the whole experience.

KatieN
About me: I love taking part in active, lively discussions.
Why I like surveys: It's great to be able to give your opinion, and be active in lots of different communities.
By: KatieNDate: 07 Feb 2012 1:37 PM

Thank you, Lizzie - that's very kind of you to say so. :-) :-)

Your story is very interesting - you started working very early! My father would have been very impressed with that - he was a farmer, and as such we were subjected to hard work from a very young age, lol. Never did us any harm, as they say ;-)) You must have some great stories to impart.... ;-)

The difference in attitude about tipping is one that's always intrigued me; one of my sisters waited tables in Canada when she was at college over there - the basic pay was rubbish and she used to say that the people she worked with wouldn't be able to survive on their wage alone unless it was topped up with tips. This, I suppose, is why they work that much harder at serving you. That seems wrong to me though.

Here in the UK we have a sort of throwaway attitude to the service industry - as Crusty said above, it's difficult to decide what determines whether or not you are happy with what you've received: good service, or good food. By the way, Crusty, thank you for providing that little vignette about the derivation of 'tips' - I never knew that before. :-)

On the whole though, I am most comfortable with tipping 'UK style', taking the experience as a whole, as Crusty said.

janet spencer
By: janet spencerDate: 08 Feb 2012 1:11 AM

I agree with Crusty about tipping on the overall experience.

KatieN
About me: I love taking part in active, lively discussions.
Why I like surveys: It's great to be able to give your opinion, and be active in lots of different communities.
By: KatieNDate: 22 Feb 2012 12:19 PM

I feel the same, Janet - I think it's by far the more common view here, in the UK.

FriendlyLynn
About me: Caring Christian lady who is disabled
Why I like surveys: gives me a chance to share my views and gives me subjects to think about.
By: FriendlyLynnDate: 15 May 2012 3:00 PM

I once had a teenage summer job making beds in a Pontins holiday camp on Saturdays before the guests arrived and if we were seen making beds people often asked if we would accept a small tip for doing our job. Both me and the friend I worked with refused to accept tips but we heard of other workers who deliberately hung around hoping for tips.

One of my close friends used to be a waiter in his younger days and is very fussy about good service standards and us being treated properly by others whenever we go out and tips accordingly.

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