Empower staff to do what’s right

Clare arranged for a celebration lunch to mark a special occasion. As she wanted to bring her dog, she asked, in her email, to have a table outside for her group.

The café rang 22 hours before the appointed time telling her they couldn’t accommodate her because there was no available space outside. They confessed they had only just read the detail in the email.

Clare wasn’t happy and after considerable thought expressed her disappointment on Facebook. This led to the café calling to apologise for what had happened and offering two free lunches as compensation.

Full marks to the café for the apology and compensation. However, the damage done on Facebook could have been avoided if the person who originally called had been trained to put the matter right at the time. The message is – train your staff and empower them!

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