How many times have you heard the saying that the customer is always right? As much as we know that sometimes that’s not the whole truth, it’s an important motto to keep in mind when working with clients. I’m freshly reminded of this because of what recently happened to me as a customer. Customer service is the public side of our professional work and can easily make or break a business.
I was recently in Milan, Italy, the capital of the Italian fashion world. Dreams of homemade pasta and sauces were floating in my head weeks before I left for Milan. So after a serious day of window shopping (after all, with the dollar so low against the euro, who can afford any clothes in Italy?), I was looking forward to an incredible meal at Il Sambuco Ristorante, which I had read about in a Fodor’s travel guide. The restaurant had been described as offering fantastic homemade pastas, sauces to kill for, scrumptious desserts and, to top it off, terrific service. I couldn’t wait to go there. The restaurant was a 30 minute, 20 euro (that’s approximately $27.50) cab ride each way, but based on the description seemed worth it all.
When we got there, I ordered all my favorites: caprese salad with organic tomatoes, mozzarella, basil, and a drizzle of Italian olive oil, risotto with mushrooms and fresh Parmesan cheese, and then flavorful fish with pasta and homemade tomato sauce.
Everything was living up to the description and reputation, until I got to the main course. The fish was truly horrible and hard as a rock—forget trying to cut it with a fork, you needed a steak knife! And the taste… let’s just say I couldn’t swallow it. I called the waiter over who, by the way, did provide excellent customer service. I explained to him nicely that the dish was unacceptable and that he was welcome to try it. If he could eat it, I would admit to any misunderstanding.
He was wonderful, and said he would speak with his manager. The manager came over, but not to inquire as to how the restaurant could make their customer happy. No, instead she insisted this dish was not awful and that I needed to retract my statement. In fact, she demanded that I “admit” that I just didn’t like the dish, not that there was anything wrong with the fish. At this point, she was yelling at me, telling me that there is nothing wrong. Imagine yourself in this situation. It was laughable but also uncomfortable and unpleasant as everyone in the restaurant stared at me. Now it was more than the fish that was leaving me with a bad taste in my mouth.
In the end, my dish did get replaced, and the restaurant was kind of enough to not charge me; however, the wonderful evening I had envisioned was ruined. The experience got me to thinking about all of us who provide business or professional services. There are times when we want to bite off the head of a customer or client because of their attitude or demeanor. Sometimes, we have to be patient, count to a ten—or a million—and handle the situation like a mature adult who knows that to be successful in business, we need to give our customer what they want or need, not meet our needs. We also have to take the long view. It not just that Il Sambuco Ristorante in Milan, Italy will never get my business again, but they may not get others as a result. I’m irritated enough to complain, and I’ll be passing on my experience to Fodor’s. And so on.
An old friend of mine who passed away use to say: “It is better to be thought a fool than to open your mouth and remove all doubt.”