How many out there really believe in having an honest feedback from the person you are providing services to or from any shubh chintak whose intention might be to bring about a positive change in the way you do things?
Well, considering the amount of hard work that one puts in implementing something coupled with the harsh realities of life that everyone seems to be dealing with at every moment of their lives, not many would want to be questioned for a task which they take great pride in implementing.
Recently, I came across a very agitated conversation that ensued in a restaurant between the chef (C) and an anonymous person (P) who happened to visit the restaurant hoping he would get what he expected.
“So, how do you find the food?”—–C
“I will be honest with you chef. Actually, what I was expecting was a more spicy and tasty prawn dish. I guess it has a western taste which we Indians don’t like so much. It is a little too simple and plain to my liking.”—-P
“I appreciate your feedback, Sir. Let me modify it a bit and get back to you.”—-C
Great response from the chef, isn’t it? And then after sometime he came back along with the dish.
“Sir, I have made it more spicy. Please taste it and tell me whether you like it or not.”—-C
“Ya, certainly an improvement. But still, it is not meeting my expectations. You see, when I taste the prawns alone it tastes blunt. The juice has really not penetrated inside the prawns and that’s the reason why it is tasting so blunt.”—P
“Sir, with all due respect, have you have had a chance to eat authentic Chinese food in your past?”—-C
“Yes, of course. It is not the first time.”—-P
“By the looks of it, Sir, it doesn’t seem so. And let me tell you, we are the finest Chinese restaurant in the city, and you are questioning our best dish, which we take great pride in serving, which in turn makes me believe that you haven’t developed the taste for it. May be you can try some Indian Chinese stuff being served in other restaurants and not the authentic Chinese dishes that we serve in our restaurant.”—-C
“What kind of response is this? Can I talk to your manager?”—-P
“You can talk to anyone you want. I don’t care. Moreover he will also tell you the same.”–C
A fight of sorts ensued which ended in the manager being called, who tried to restore peace in the restaurant after a much deserved apology that the person wished to be coming his way.
Later on, I came to know that the anonymous person happened to be related to a political family in the state and as a consequence the chef was fired for his bad mannerisms.
Somehow, the professionalism seems to be lacking among the service providers. Many a times, instead of accepting their mistakes or taking feedback in a positive manner, many service providers go in a defensive mode and end up straining their relationships with their clients which could even lead to a chain effect resulting in loss of other prospective clients, which they could have got, courtesy the strength of the word of mouth that in today’s World, seems to propagate even faster than the speed of light, thanks to the technology revolution.
So, for any service provider, it is extremely important to value client’s feedback and take measures to improve upon the same as in this competitive market scenario, one got to have that edge as compared to the others competing in the same field, and a good customer service division could be a great niche to possess.