So youse are maybe wondering what this month’s column is all about?
So here’s a couple of clues to help youse.
My pet linguistic hates.
A visit to a recently opened dining establishment in a small north-east town close to my heart may illustrate.
We were welcomed, seated and given menus – so far so good.
The waitress approached and the conversation ran something like this:
“So, have youse decided?” she said.
“Did you know the plural of you is you?” I replied.
She looked confused.
“Ewes – that’s the wee white fluffy things you find up the hills,” I added.
Still nothing.
“One haddock and chips and one chicken,” I said.
“Not a problem,” she replied, adding: “So what would youse like to drink?”
“A bottle of the Sauvignon Blanc and some still water, please,” I said.
Again she replied: “Not a problem”.
In addition to the inappropriate use of the ubiquitous conjunction (or adverb) at the beginning of just about every sentence and the flock of sheep which materialise whenever I am not alone, I also have a “not” allergy.
No, not a nut allergy, a not allergy. As in “not a problem” which seems to be the now common response to any request for service.
I am fully aware that taking an order for my fish and chips is not a problem, or at least it shouldn’t be. That’s what the server and I are there for. A simple “thank you” or similar acknowledgement would suffice admirably.
Call me Victor Meldrew if you wish, but businesses really need to strive to do everything right and to get it right. It is a competitive world after all.
“Secrets of success” was and is a regular feature in Aberdein Considine team training sessions. The most important point being staff and the service provided by them, which should lead to the third and most important “S” – the satisfied client. Understanding clients needs, delivering at a higher than expected standard and, finally, communication – all are critically important. Before Mr Angry from Maud gets in touch, I am not claiming that we get it right every time, but we do try!
Incidentally, our staff are encouraged to respond to our clients in their (the client’s) most comfortable medium. In our north-east branches, this sometimes means communication in the Doric if both parties have it. This does not mean however that anything other than the proper “Queen’s English” should be employed if that is the chosen tongue.
I am sure many of you will have visited restaurants, cafes, hotels or pubs and been surprised that the investment in buildings, fabric, marketing and presentation have not been matched by a similar investment in staff training.
In the service industries in particular the performance of front of house staff is of paramount importance.
Some years ago, city centre premises were acquired and renovated at very considerable expense to provide what was portrayed as a chic, upmarket wining and dining experience. We decided to give it a try for a family birthday celebration. Disaster – from start to finish. Some of ‘the highlights’ were as follows.
We were not asked to confirm the wine ordered nor to taste it. The bottle (all of it) was poured into three large glasses and we were asked if we wished another bottle for the remaining diners. At the end of the meal we were advised they did not have time to light the candles and bring though the birthday cake and in between times we had an argument over a prawn – too long deceased. Sadly for the proprietor (and, I suspect, for his bank) the business closed down, not entirely unexpectedly, just a few months later.
On the other hand my local hotel has been one of my favourite dining locations for many years. The food is always good as is the service. Even with new staff it is obvious time has been taken to train and it shines through. However I must confess that for the first time sheep did come up in conversation with a member of staff during a recent visit.
I must have a word with the boss.
Legal Update
If you run a small business or one which sells goods, then there are two legal developments which you need to be aware of.
A range of new consumer rights came into force on 1st October through the enactment of the Consumer Rights Act 2015. The reforms range from improving consumers rights to refunds for defective goods, to a new class action procedure against anti-competitive behaviour.
Under the new Act, anyone who buys faulty goods will be able to claim a full refund for up to 30 days, an improvement from the previous position which only allowed a refund within a “reasonable time”.
Purchasers of services also have stronger rights as the legislation provides that those service providers who fail to use care will be under an obligation to take remedial action, or may have to give a partial refund.
The CRA 2015 also gives extensive new powers to the Competition Appeal Tribunal and implements a fast track procedure intended to encourage SMEs to bring cases against large companies or groups abusing their market power.
Finally, every consumer affected by an anti-competitive practice is automatically a member of a class which is suing. This amends the class action structure from being on an “opt-in” to an “opt-out” basis.
Claims approved by the Competition Appeal Tribunal can be brought by a suitable representative of the group affected, who will then advertise the claim in order to make other potential claimants aware of it and distribute the compensation awarded.