We’ve just finished another busy half term with the children. We had a fantastic time (pause on the image for now).
We did so many activities although it still felt like we were shaking the cobwebs of any lockdown period.
I did come across a strange level of customer service in a cafe on Friday. We walked into this cafe around lunchtime which was half-empty, but they usually have good cakes and fancy ice cream I can order for my girls. The young girl on the till said; please just grab any seat you feel comfortable with and someone will be with you for the menu and order.
We sat down, I fed the baby, 20mins passed and still no menu. There were hardly any customers- why was it taking so long?
I approached the manager as she was cleaning tables. I asked her for a menu or if she was very busy, I could grab it myself? She told me she was busy and would be over in a minute.
She walked away, and came back, seated another family and welcomed them, gave them menus, asked them about any allergies and made a recommendation to them.
She then came to us, dropped the menu on the table and walked off.
I’m not here to discuss poor customer service. I’m here to discuss my leadership position in front of my children as they were my team at that moment.
I had three options;
1. Stay and accept poor service which means that in future they will be likely to as well
2. Challenge the manager and have an argument and question why she was behaving this way
3. Walk away and spend my money elsewhere
Ultimately, I decided in option 3. In any business negotiation or transaction, I wouldn’t expect my team to accept poor behaviour from any supplier because this doesn’t meet my ethical or moral code. I would notify my team to walk away from a business that leads its’ team with disrespect.
My eldest asked me why as we were leaving. I simply stated; we are going to a better ice cream bar that cares for customers. There is no point purchasing something from someone who has a strange level of disrespect. Hopefully, this sets the way for them to handle situations like this with dignity and respect. The outcome of 1 and 2 would have been the same as 3. Walk out, but they would’ve taken longer and set a bad example in my children’s eyes.
Now consider the reflective picture. Would you have lead differently in that situation? Let me know below.
Skills Repeat 