Went to IHOP on Sunday for breakfast and our waitress, Lendy, was excellent. She interatced with our daughters like they were customers too, and didn’t just talk to the adults. She always had a smile and did a great job. I even noticed that when a couple sat down beside us, she recognized them from a previous visit. At the end of the meal, she brought the check and I asked her if she could get the manager because I would like to talk to both of them. You should have seen the look of horror on Lendy’s face. It was like we had just told her that every member of her family had been arrested and were about to be lined up in front of a firing squad. My wife and I had to quickly let her know that she was not in trouble and that it was good because it looked like she was gonna start crying. She got busy with other tables but the manager came over and we proceeded to let her know what a wonderful job Lendy was doing and that the manager should count herself lucky to have such an asset working for her. She stated that she appreciated the feedback and that most of the time they only get complaints. She said that Lendy had only been there for a couple of months but was doing really well. When Lendy came back by we reassured her that we had nothing but compliments for her and made sure she knew we told her manager so. They were doing it right.
Two things about the above interaction that bothered me:
- The horrified look on Lendy’s face,
- The fact that most of the time, people only complain to the manager.
I can’t emphasize enough the sheer horror that was on Lendy’s face…and it saddened me. How did we get to this point? Why have we encouraged this type of behavior? Why do we expect our servers to be fearful of us. Like a child that is walking on egg shells around a drunken, alcoholic parent that at any moment could start swinging. This is wrong on so many levels. We have to change this.
Also, just about every comment that I’ve seen on the Facebook page where the user has contacted a supervisor/manager ends with the supervisor/manager saying the following:
Thanks you for the kind words. We only hear the complaints.
Once again, how did we get to this point? Why is it more common to complain than to compliment? Why, in our fits of rage and sense of entitlement, do we feel not only justified in our ranting, but also feel satisfied afterward? Why not try to compliment? Heck, if you like talking to the manager, try throwing them a bone and find something, anything, to compliment them about. If you can’t do that, then you might need to leave the manager alone and let them run their store, because they evidently have a sinking ship on their hands and need all the help they can get.
So, all that being said, let’s go out there this week and sing praises like the people below:
I ate at Fazoli’s the other day for lunch – just went through the drive through. I decided to give them a call and let them know that they did a good job. I didn’t have the phone number on me, so I just called 411 and they connected me while I commuted home for the day. I asked for the manager and she didn’t sound very happy when she picked up the phone. I told her that I came through earlier and had lunch, and everyone was very efficient and pleasant, and I wanted to let someone know that they did a great job. She was soooo happy I called. She said she was having a terrible day, and any time someone asks for the manager, they just want to complain. She said she really needed a pat on the back. I work in a thank-less job, so I know how wonderful it feels to get an unexpected ‘thank you’. YDIR is such a great idea. It inspired me to be conscious of the people doing good things around me, and in turn, has made me feel better about myself! Keep it up! – Nicole S. via Facebook
Sent a YDIR email to Apple & Eve juice company and this is what they responded with in a snail mail letter. Pretty sure it wasn’t a form letter but you be the judge!!
Thank you for contacting our office regarding the Apple & Eve Fruitables juice.
Apple and Eve is a family business and we pride ourselves on the quality of our juices.
It is most rewarding when someone notices our efforts and takes the time to tell us about it.
We are pleased that you and your family enjoy our juices. Your comments about it went right to our hearts. We just knew there were people out there who would appreciate pure juices …
Thank you for sharing your thoughts with us. We are most appreciative.
They enclosed some wonderful coupons and I was happy to make them smile. – Mary H. via Facebook
The folks doing Give Away Day on Saturday, April 17 are doing it right! It is the brainchild of Kris and Pat Lawrence and sponsored by Fellowship Bible Church in Searcy AR. It’s like a garage sale, but everything is free for those who need it! It is being held at the Carmichael Community Center in Searcy at 9:00 on 4/17. – Marcus J. via Facebook
A young man stopped to fix my son’s bike when he saw me lugging it down Race street with DS pushing the stroller. He’s doing it right! – Meredith A. via Facebook