Prospective Customer vs. Customer Service

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Prospective Customer vs. Customer Service

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greatmanagement

posts: 269

Jul 18, 2007 2:39 AM ET Quote Report Abuse

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A couple of weeks ago I booked a restaurant visit for my wife and some friends. The telephone experience as I booked was excellent. It was friendly, polite, slick and I could tell the person who took my booking was ‘smiling’ down the telephone. The service was excellent.

Yesterday was the day my wife and I attended the restaurant we had booked a few weeks ago. We were really looking forward to it. Picture this, great location (right next to the river), great weather, great food, great prices, great service. That is what we expected.

We arrived. No one was around to greet us. There were some waitresses in the corner talking and we were totally ignored. Not a good start. After a couple of minutes, my friend went over and ensured we were shown to our table. First impression of the service was not good. A couple of weeks ago when we had booked, the service was excellent – was it because we were a prospective customer? Now we were a customer the service had dropped. The service during the lunch was OK; nothing special. More attention, more smiling would have been better.

Overall, we had a good time - great location (right next to the river), it was a sunny day, the food was beautiful, the total bill was as expected – the only thing which let it down, was the service. We won`t be going back!

Have you ever experienced a different level of service when you were a prospective customer vs. being an actual customer?

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