It’s Not the Service It’s the Customer…

Or is it ?………There are some points to be made. I believe that it’s the perception, but it goes past how we dress.(see USA Today) I have said before that we live and work in a judgmental society. In my hotel career we are made to resemble bankers. I understand that because we don’t want to scare the guest.


It’s how the guest is perceived. It also goes with how they interact.

From the stogy ones who can’t understand how the hotel can accept rock bands. But can we differentiate a young millionaire from an old one?

I think that guests or customers need/should, as Mom would say, “Mind your manners”. If you recall being told if you were in a friends house if you answered the phone “Smith residence, May I ask who’s calling?”

I have heard recently from a CSR, where due to the economic conditions which still grip businesses and use strategic moves to try and keep the bases covered. Sometimes within an assigned area a person will work two areas.

When a phone rings they might not get to it immediately.

· One customer answers a phone next to a do it yourself help computer for goods located within the store. The customer answers; “Hello, No I don’t work here, I can’t help you. Goodbye”.


· Another time different area, a customer answers the phone in a similar set up, “Hello, No I am a customer, I was walking by and answered the phone because it was ringing” Goodbye.”


· A major retailer has a location in a large mall with a separate entrance and the back entrance into the mall that doesn’t open until 10 and with the stated conditions the mall registers are posted with a sign that states they don’t open until 10am. A customer used the overhead paging system “Customer service to the front for a customer check out” not only once but also twice. The staff was already in the front. A supervisor went back there and dealt with the customer.


How many times have we been in a restaurant and the hostess is away from the stand and the phone rings, and rings and rings. Do we get up and answer it..I hope not, as much as we are trained to do so.


As for the dress codes, do what you feel but dress appropriately. Use common sense. And give each other the respect they deserve. As it was said, “Don’t judge a book by it’s cover.”