Between a Rock and a Hard Place
My hope for this site is to create a dialogue with readers. Tell me what you think of my views, where I went wrong or even if I happen to get something right. Most importantly, I would love to hear your stories about service and how they have shaped your own opinions. Talk to me. I crave your feedback, otherwise I’m just whistlin’ in the dark.
I thought it would be fun to tell you about some of the difficult service dilemmas I’ve run across and ask, “What would you do in this situation?” I want to believe, if fundamentals are in place, that there is always a solution to any problem, even when it feels like a Catch 22. After we read various solutions from readers, I’ll tell you what I would have done and also what actually was done in each of these cases.
Cabana Wars
We live in a culture where money is king and power is often the highest value. It’s as old as time and by the looks of the political landscape; it isn’t likely to change soon. Often, situations that have service professionals tearing their hair out involve customers who, due to their position or wealth, wield so much influence they can destroy a business if they become disgruntled. Sad as it is, these are the people who, regardless of their behavior, can never be told ‘No.’
This first scenario involved two families composed of such individuals and took place in Hawaii at a luxury resort renowned for catering to the privileged and wealthy of Los Angeles. To avoid ethnic stereotyping of any subset of Beverly Hills society, lets just call these families the Clampetts and the Bodeens. Each year for decades, in order to escape the pervasive spirit of Christmas on the mainland, each family (parents, grandparents, children, friends of children, nannies, etc.) held standing reservations for several suites in the hotel’s most desirable wing. Among resort workers on Maui, this busiest and most expensive slice of high season is sardonically called Festive Season. Considering activities, restaurants, spa treatments, room service and endless shopping each family dropped 50 to 60 grand per visit. And that’s being conservative.
Trouble in Paradise
At the time, the cabanas around the main pool were first come, first serve. Year after year, the Clampetts and Bodeens made a first-light dash to claim the prime cabana with the best morning sun and afternoon shelter. Apparently resentment had been building for years. The Bodeens were too often winning the race and the Clampetts had had enough of second-class shade. One morning, Mrs. Clampett set her alarm for the wee hours, carried her packs and bundles down to the pool, and felt confident she had safely claimed the cabana for her brood to arrive at a reasonable time much later that morning. After confidently sleeping in, the Clampetts arrived poolside to discover to their horror the Bodeens inhabiting their claim. All their possessions had been moved to the other side of the pool to what could only be regarded as a ghetto umbrella. They’d finally had enough.
The resulting discourse and request for explanations quickly degenerated into name calling, cursing (How dare you lay your filthy hands on my personal possessions, etc.) and ended up with the Clampetts throwing the Bodeens towels, jewelry, food trays, electronics and purses into the deep end. If Security hadn’t stepped into the fray, Grannies Clampett and Bodeen could have landed there as well.
Needless to say, both families demanded satisfaction from the hotel, threatening to withdraw their patronage forever and spreading the word to their powerful friends. If you had been in the position to make the call, what would you have done?
Society Indiscretions
This next incident also involved VIPs whose displeasure or disappointment can never be an option. It took place in San Francisco at a famous celebrity-chef restaurant whose proximity to the symphony, opera and ballet made it the first choice among the city’s powerful socialites. The set-up at this boite was such that diners upstairs were seated around a balcony with a view of the diners on the main floor below. If someone has the opportunity to look down on someone else, it isn’t hard to guess the preference of those who consider themselves privileged and entitled. Thus, in this particular house, upstairs seating was de rigueur for anyone who was anyone. On this occasion, the CEO of a large company was having dinner at one of the preferred booths upstairs. Though this particular man and his wife were well known among the hoi-polloi as patrons of almost everything, it would not have come as any surprise to readers of the society columns, that on this visit he was accompanied not by his wife, but what would be immediately recognizable to any viewer of TV sit-coms as a high-class hooker.
Click Play to See What the Hostess was Trying to Avoid
In short, no one thought twice about the French attitude of the CEO until his wife showed up at the hostess podium as a guest of the doyenne of all San Francisco society.
The hostess was naturally horrified at the prospect of seating the new party upstairs. It would be impossible to avoid flagrant humiliation for Mrs. CEO in a room already full of her peers. She also knew suggesting a downstairs table to her hostess, the reigning queen, was not only a breech of her standing reservation requirements, but from her point of view no different than seating her outside in the gutter. Very wisely she realized she was in over her head and summoned the manager for help. What do you think he did? If you were he, what would you have done?
The Black Hole Teller
Sadly, this last little story involved someone who, unlike the previous customers, was very easy to say ‘No!” to. I was the customer. Since I live off tips, I have to go to the bank to deposit cash. My bank of choice is a credit union but it isn’t as convenient as the dozens of branches of a national bank that have seemingly materialized on every corner. Like tons of people, I was lured into opening an account with one of their free offers. After a few months of making in-person deposits at a nearby branch, I thought in passing that their staff seemed unprofessional, unhappy, underpaid or all three. Since my transactions were limited to simple deposits I didn’t give it a second thought until something happened that seemed unbelievable.
Disappearing Cash
I’ll admit to being a bit compulsive. I check and re-check door locks, balance my checkbook to the penny, that sort of thing. I always count my cash many times before I go to the bank, so when I’m handing it to the teller, all faced and denominated, I’m secure that my deposit matches the amount on the slip. This particular visit was the same as any other until I handed over my cash and deposit slip and the teller turned away and walked into another room. I was astonished that this wasn’t a major breech of some sort of protocol but I let it pass until she returned to the window. She said my deposit was eighty dollars short of what was written on my slip. At first I was speechless. I asked her why she had gone into another room to count my money and she replied that she was responsible for attending to the drive-through window. She asked me if I wanted to recount the bills myself. I told her it wasn’t in my nature to accuse her of anything. On the other hand, it was my belief that I handed her the designated amount. I know I’m human and it was entirely possible that I made a mistake. Still, I couldn’t get over the fact that I would never know. In all my life I had never had a bank teller count my money out of my sight.
The teller began to act as if I were questioning her integrity and told me there was nothing else she could do for me. I was exasperated but about to give in believing it was probably my fault. That’s when a woman waiting in line behind me saw what was happening and spoke up, “They did the same thing to me the last time I was here.” That’s when I demanded to speak to the branch manager. What do you think he did? What would you have done?
I’m dying to hear your me your solutions to these quandaries and also get your feedback on anything else here at ASR. If the comment box doesn’t show up directly below here, then please click on the tiny, grayed-out link just below the title of the post on the right side of the page next to the chat bubbles (# Responses) to leave your message. Also, please feel free to Subscribe by clicking on the button in the sidebar to the right. It’s free and also the easiest way to make sure you’ll find out what happened in each of these true case scenarios.
Cheers!
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I worked at a high end hotel that gave complimentary everything to every guest that complained, no matter what. Often it was a dinner in the Dining Room on the house. One night, it was all the complaining guests in one seating! What a nightmare! But it was such an overload, we servers started to see the crazy humor in this situation. In fact, at each complaint, we had to hurry to the kitchen to keep from laughing out loud. It became a contest as to which of us could relate the worst story or guest. At the end of service, we had all had a good time, how weird is that. The secret? A core staff that works well together and has a sense of healthy survival instincts. As a server, you have no ability to correct, refuse or deny any guest. You have to know to this to do a service job well. Remember this while you are figuring out the tip.
Thanks Nancy, you make an excellent point. I can’t tell you how many times my co-workers have helped through difficult situations and vice-versa. I remember when I worked in an office for a couple of years I was shocked that people could work in neighboring cubicles for years and barely know each other. The bonds that are forged “in the trenches” of providing uncompromised service are strong and build friendships that span decades and numerous changes of employment. It’s not unlike soldiers looking fondly back on their enlistment as the time when their attachments were stronger than at any other time in their life.
Thanks for the great response Amy. Look for the answers to what really happened soon. Also I would love to have you share your recent experiences with the travel industry, a sector which often purports to distinguish itself through customer service, but one which far too often miserably fails. I think it’s a subject ripe for exploration.
Wow! I like Cherie’s suggestion as to what to do about the cheating husband. Although I would have been very tempted to spit in his soup. Or face. Depending on my mood. As far as the Bodeens and Clampetts, I have always thought putting a sweater on a seat with no one else in the party around, or in their case towels, was lame. Just take your chances. They are both too entitled. They should buy their own cabanas with that kind of money. The waiter and the $80, I hope the manager reamed that teller a new one. I was a bank teller in college for several years, and was also the drive-in teller and indoor teller, and I can tell you what, I would NEVER count someone’s cash out of their site. You can bet that manager had better know you were right to question it. If he didn’t, I would report the teller. She has a responsibility with YOUR cash (until she’s given you a receipt it’s still yours) and she abused it.
Now, I need to go to the part of this website where I can complain about American Airlines Lost and Found and City Volkswagen and what a shitty week I had dealing with both of them. Never have I felt so much like I got the run around.
Thank you Cherie, you might be surprised at what happened.
In the restaurant situation, I would have gone to the husband and discreetly told him his wife was present, offering to move him to a special table I would set-up by the chef’s station or wine cellar as if it was a space set-up for only the most important guests. The cabana situation, I would remind everyone it was first come first served. You can’t please everyone so sadly, one of those customers would be lost. Finally, for the bank situation, I would have called the customer service line independant of the branch and reported the situation and asking them to check into it. Sounds as if someone was stealing if this has occurred more than once. The bank should be advised of this. $80.00 is a lot of money. The bank needs to review this branch’s practices.
I totally agree with Cherie. We have like minds.
Easy. 86 the Bodeens. They crossed the line into Pool Politics Suicide. Besides, I’m starting to like The Clampetts – diligent and committed. Throw out the cheating husband. Seat his wife two tables away. And you and your teller? Give her the $80 you cheap bastard. Waiters make too much money anyways. I’m starting to like the teller, too – she gave herself a raise without ever talking to the boss or having to pay more taxes.
Thanks for the response, DW. You’ll have your answers soon. BTW, I happen to know you must have dozens of crazy scenarios you’ve dealt with in your career. I’d love to hear the story of one of your favorites, especially if it’s true and not conjured up out of your sick and twisted mind.