The Value of Saying ‘No’ to Provide Great Customer Service
The other night I went to a local pub with two friends after we attended an event for some drinks and food on King St West in Toronto. When I got to the pub I noticed that, after all the pictures I had taken and with the tweeting/checking-in I had done all afternoon and evening my phone’s battery was into the yellow – which meant my battery was getting pretty low. Being a tech geek addicted to my phone I had planned for this and brought my charger with me so I could plug in anywhere that had an outlet and charge up to get me through the rest of the evening with a working phone. We sat down at a table in the pub and I began to look around for a power outlet, something fairly ubiquitous in most establishments in North America, but for the life of me I couldn’t spot one anywhere.
I asked our server if she knew of any plugs in the are where we were sitting that I just hadn’t found and she told me there weren’t any in the seating area but if I asked on of the bartenders they would be happy to plug it in for me and give me a charge. I thanked her, went over to the bar, and asked the bartender standing there to please plug in my device even offering my charger if he needed one because he didn’t have the right one behind the bar. He told me it was no problem and he had a charger for my device. I sat down and enjoyed a couple of hours with my friends and when we got up to leave I went over to the bar to get my device which I was promptly handed back, they didn’t even have to unplug it. Confused, I took a look at my device, expecting/hoping to have plenty of battery for the rest of the evening and the ride home on the TTC and was disappointed. My battery was near dead, way closer to empty than when I handed it over to the bartender. As far as I could tell, they never even bothered plugging it in!
Now, I know what you’re thinking: “Wow, talk about First World Problems, Dan! So what, your phone didn’t get charged and you had a dead battery that night, big freaking deal.” And, if that were the reason I was writing this post, you would be absolutely correct! But that isn’t the reason I am writing it. I am writing it because the establishment told me they would have no problem charging my phone for me behind the bar while I waited and then simply didn’t do it. The server could have said no when I asked her about charging my phone somewhere in the bar or the bartender could have said all the outlets were being used so he couldn’t charge my phone. Instead, he agreed to do a customer a service and then promptly didn’t. That is where the value of saying no comes in and is the point of this post.
Saying no in that situation would have meant my opinion now of the venue would not be what it currently is – pretty darn low. If they had told me they couldn’t charge my phone I would have had zero problem with it and with the bar. Sure, the next time my battery was low and I was thinking of stopping in somewhere for a drink I may have thought twice about heading into that establishment but now if that place is suggested by friends I will more than likely vote to head elsewhere – even with a full battery. We came in to spend time and money, and believe me when I say we didn’t just get one drink each, we racked up a sizeable bill in a sparsely populated bar. There are also an absolute ton of choices of King St West in that area to patronize so that bar should be competing for our dollars not trying to drive us away. Saying no in this instance would have made all the difference and would have actually been good customer service.
Or do you think I am just complaining about a First World Problem and I should get down off my soap box? Let me know what you think below!
Images via Microsoft Office.
(No, I will not let you know which establishment it was.)