Around 4:15pm today we were in route to a meeting. On the way, went into a Haitian restaurant just to check the menu and atmosphere because on our return from the meeting we wanted to eat at place that served Caribbean food for dinner.
Upon entering the spot, we were greeted with a weak, barely noticeable smile by a young lady who looked like she was being forced to work there and there was a man with a serious look on his face who looked (and acted) like he was bouncer for the place.
There were no customers in the restaurant.
Once we asked to see a menu, the attitude and demeanor of the both the young lady and the man changed to upbeat and cool. She immediately rushed to get a menu and the man offered us to try a sample of what he was eating. We agreed to try a sample. He lightened up and attempted to engage us in small talk.
The menu she gave us was a 8 ½" * 11" plain, unfolded white paper with food and prices on both sides.
She gave us a small sample of what the bouncer guy was eating; it was OFFICIAL!
Us: “How Long you’ve been open?”
Her: “About 11 months”
Us: “How’s business doing?”
Her: “Kinda ok, it’s good sometimes when clubs and bars are open late?” (here facial expressions said really BUSINESS IS HORRIBLE)
We explain that were on our way to a meeting (hinting were pressed for time so we're not trying to eat a full meal now) but state that will come back to actually sit down to eat. Upon hearing this, both Him and Her had an immediate ATTITUDE/DEMEANOR CHANGE to a ‘negative whatever attitude’.
While walking out of the door we said thanks to both and have a good day.
OF COURSE, we’ll NEVER go back to that restaurant unless it's an ORDER TO GO only moment and it has nothing to do with the food (which was great). In a very short time (less than 6 minutes), these two employees PROVED that if one sits down in that establishment to have lunch or dinner it'll be a “Great Food, Bad SERVICE” moment.
If the owner wanted to increase sales and profits, he/she/they would FIRE these two employees ASAP! Furthermore, the OWNER(s) SHOWED THERE CHEAPNESS AND LACK OF CARE FOR RESTAURANT'S BRAND BY NOT INVESTING IN CREATING A DECENT MENU SEPARATES THEM FROM EVERYONE ELSE.
It’s was clearly obvious why NO customers were eating there in the late afternoon.
Any late afternoon, you will always find customers in Starbucks and the reason is NOT because there coffee is so much better than what you can make at home. It’s because of the atmosphere that Starbucks brings to it customers (this includes the employees DEMEANORS AND ATTITUDES).
BAD ATTITUDES, UNPROFESSIONAL DEMEANOR, OR BRAND APATHY IS A CANCER TO SALES AND PROFIT REGARDLESS OF HOW GREAT YOUR PRODUCT IS.
MW = @mw4ever + @mwlives + about.me/mw4ever