Positions posted for any service industry opportunities could include, “Must be a good investigator and be able to read customers minds”. 

Companies rely on feedback to know if they are hitting the mark. As service providers we have to seek out positive evaluations. Comment cards, “How did we do” emails, and even face to face interactions practically begging to know what was great and even what could have been done better. Unfortunately, most consumers are more likely to stay quiet in the moment and go on to post a negative review, complain to their friends, or bash your business on social media.

Of course we have all been confronted by or witnessed an explosive customer at the counter or the table next to you. I’m not that guy. I won’t nitpick or raise a stink if something is just subpar, I simply won’t allow myself to experience it again. Whether it be avoiding a business all together, or just steering clear of a specific menu item, I stand my ground in silence. 

This past Friday, a celebratory dinner for straight A’s was in order. Xander, my astute ten year old, isn’t just insightful but also has expensive taste. When given the freedom to choose anything for his special dinner, his choice was a local sushi and hibachi restaurant. We had been there before and the service and food was amazing, so there were no second thoughts to his request. 

We arrived and were seated immediately. The waiter greeted us and brought water to the table. Memory served me correctly and the water still tasted funny. We didn’t complain, but instead went on to order other beverages. We ordered appetizers picked by the prized student, eggrolls and calamari. We placed our dinner orders as we waited on the first course. Everything was going swimmingly. The appetizers arrived and looked and smelled delicious. We dug in as if we hadn’t eaten in days. Both Xander and I, rather inappropriately, rejected and spit out our bites of calamari. It was chewy, overly breaded, and leggy. Thinking we were just unlucky with our first nibble we tried again, same result. The rest of the pricey seafood sat untouched. 

When the waiter returned, he began to clear the table in preparation for the main course. It was noticeable the calamari was barely touched and we declined the offer to have it boxed. He did not address the fact there was a full plate remaining. Nor did we complain. We completed the meal, paid the bill, and left feeling a bit unheard. 

Was it our responsibility as the consumer to complain about the obvious dislike of a menu item? Or should the waiter, at any point, have asked if the food was ok? Where were his investigative skills? And why couldn’t he read our minds? 

Just as in any relationship, you have to read the nonverbal queues. You come home and your partner is slamming drawers and won’t make eye contact? Eeek, you are probably in the dog house. You bring a dish to pass to the potluck, and no one touches it. It probably looks questionable at best. Your customer walks out the door without a thank you, allowing the door to slam, all while a look of disgust is painted on their face. You probably won’t be seeing their face again. But you will surely see their name as they are plastering grievances across the world wide web. 

It is imperative as leaders and mentors that we teach our teams the importance of reading nonverbal communication and addressing it in a professional manner. Ignoring or being oblivious to silent queues will leave you vulnerable to distasteful reviews and lost customers. 

The best thing that will come of questioning a customer’s satisfaction level, will be the opportunity to WOW them. 

I’m out fifteen bucks, but the restaurant will forever be out of the opportunity to receive my critique.

Squids suck, calamari should not.