Last week my grandmother and I went to a pizza restaurant/cafe in the Eastern suburbs of Melbourne. We have been there before and have always enjoyed our time at this restaurant/cafe. This time was a little different however, and we will share the story with you below.
When we arrived at the restaurant we were greeted by a young waiter who was friendly but appeared quite inexperienced. He got us seated and we waited patiently for him to return to take our order. Time went by and it must have been at least 15 minutes when we finally gave up and asked when our order would be taken! Five minutes later the waiter returned to take our order. It is important to add that the restaurant was not busy and we were one of the few people in there.
The young waiter took our order but did not return, another 15 minutes went by and we went to ask about our order. Turns out the waiter took our order but forgot to process it. So another 15 minutes passed and our meal finally arrived. The owner was quite apologetic and offered us a free coffee to make up for the delay. We accepted the coffee as we thought it was on the owner. It turns out he was going to take the coffees out of the young’s waiter wage… which was something we did not feel morally right about.
We have all been there, as a young inexperienced worker who has made a mistake. We also remembered how low the wage is when you start off working casually. After we found out that the young waiter was going to have his wage garnished – we immediately declined the offer of the free coffees. After all, isn’t it the employer’s responsibility to ensure their staff are adequately trained? Why should the young waiter be penalised when he was already made to feel bad and was apparently the first time he had done that? It was also important to note the young waiter was very apologetic!
The point of this post is to demonstrate that sometimes employees are penalised for things that result from bad customer experiences, when really they shouldn’t be. As consumer advocates we want to ensure resolution, but it shouldn’t be at someone’s personal experience – especially if it was a first time experience.
If you want to complain and feel it is justified, then do it, but if it’s something that is minor don’t get the employee in trouble! You never know what is going on in their life!
Until next time,
Cents and Sensibility
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.