Service with a smile…
As you would have figured out from my earlier posts, I worked in the F&B industry for roughly 8 months as a waitress and therefore, I have also developed a very critical view of the service rendered at the restaurants that I dine in. This is also further fuelled by the fact that my standards of good service are based on the impeccable service rendered by Taiwanese service crews. Recently, I had the greatest misfortune to dine in a few restaurants that had decent food but service that fell far below what I would have expected.
I will not reveal the names of the restaurants, but I would just mention some of the problems that I experienced at these places.
In a rather well-established and popular Japanese Sushi Chain in Singapore, I was sorely disappointed by the service crew in that I waited for 15 minutes, with no one coming forward to lead me to a table and at the end, I was left impatient and I decided to dine at another restaurant instead. I was really upset and angry because how could not a single waitress/waiter in the restaurant not have noticed the presence of a customer waiting for a table. It not only led to me wasting my time (lucky I had no appointments in the same afternoon), but it is also a loss on the part of the restaurant, as they have just lost a customer and the opportunity to make more profits.
Moving on to another incident, the service staff was really impolite. This was at a restaurant in Wheelock Place and the waitress who was serving me, never once had a smile on her face. And I am being serious when I say that a smile by a waitress makes you feel so much more welcome in a restaurant. With a cold, unsmiling face, it made me feel as if my every action and request was an additional burden to her list of to do task and it reduced the pleasantness of the experience. At another coffee place in the same building, I was served by waitresses who were absolutely uninterested and were extremely rude to me. I do not know if it was because they felt that I was not as well-dressed as the other patrons there ( I left home in a hurry that day and did not bother dressing up) and I was left feeling very unimpressed and all these accumulated experiences led to me writing this post.
Singapore service is actually not that bad, but in comparison to Taiwan or to Japan, it still has a long way to go. The first is to smile and I think that is the most important thing if any service staff, to smile at your customers and greet them when they enter. It is the basic courtesy and in my eyes, any restaurant that fails to do this has failed as a restaurant and should consider sending their staff for re-training. I really do have high hopes for the service industry in Singapore and I believe, they need to be better trained. Now that I look back at my manager, I think he was one of the best teachers I ever had. Though it was tough and he was fierce, it also made me more aware of how my actions affected my customers and led me to be more determined to provide better service. I really am so glad that I was given a good foundation by my manager..



