Sample Writing One
The outside entrance ramps were clean of debris but there were some icy areas of the ramp that were not recently sanded and they were slippery. The doors were not opened for any guests to enter or exit at any time. The parking lot was lighted in all areas and clean (no cans or other debris noted, but the two building lights to the far left of the doorway were out of order. The rear door was not secure and we noted two kitchen employees smoking a cigarette outside the door when we arrived; when exiting, the door was ajar with no one outside. There was a cigarette butt basket outside the door that had some trash debris in it (paper bag and water bottle) but very little debris on the ground or in the landscaping around the entrance. |
The hostess (WF, 21-25, 5'6", light brown hair to shoulder length, thin build, off white sweater and dark slacks) was infrequently at the host stand and usually was bussing and clearing tables in the dining room. Guests were greeted only when she returned to the host stand to briefly check her table chart. The hostess greeted guests "Hi, how are you?" and waited for a request. When she did not get one, she asked "Two for dinner? It is a pretty long waitÂ… probably about an hour and a half". She did not offer to take a name and when she did take a name she did not offer or suggest the bar as a waiting area or offer the bar tables as an alternative to waiting. She did tell guests "it got very busy very quickly" when people expressed surprise at the wait time quoted. The hostess consistently quoted the 90 minute wait time to most guests who arrived after we did, though at one time (7:00) she began quoting an hour as the wait, only to change it to 90 minutes again to the next party. One group arrived, and when told of the 90-minute wait, became very upset and said "Are you the lady we talked to at noon who told us we would not need reservations tonight? We called twice and were told that". The hostess was not writing down the time guests arrived, the time she quoted guests, and the time guests were seated to make more accurate quotes to other guests.
The hostess was pleasant and polite with all guests (including them most annoyed ones) but did not change her wait quotes. She said nothing to any guests who, when told of the quote, quickly left the unit rather than wait (no one was told to "try us again" or offered a better time to dine). Several groups left after hearing the quote time while we waited for seating. The hostess' quoting of wait times appeared wrong when she quoted us (tables were opening every few minutes and she said there were only 5-6 names on the wait list) so we waited for a table.
We were seated 28 minutes after being quoted 90 minutes for the table. The turnover would have been even quicker but we noted tables took from 9 (shortest time noted) to 20 minutes to be bussed, re-set, and reseated from the time they were vacated. The hostess called us to the table at 7:13 and led us there silently. She did not offer a coat check or point out the coat area to us at any time. She placed down two closed menus (both folded and creased in areas) in front of the seats and placed a wine list and laminated drink list on the edge of the table. She left with no comment to guests, but returned a moment later to silently fill water glasses off the table (female guest first). Kids were presented with crayons, a coloring page, and a balloon at two other tables. At one point we noted the hostess carried a kid's seat through the dining room with the legs out forward (rather than holding it with the legs down and not obscuring her vision or allowing her to ram into guests getting quickly out of the booths).
We exited at 8:22 PM. We passed the hostess who was standing with her back to the bar, but she said nothing to us as we passed to leave. |
Sample Writing Two
Wendy delivered the drinks five minutes later on a tray and served the female guest first. She placed both wines down on bevnaps and held the glasses by the upper barrel rather than the rims but not by the stem. The red wine glasses were nearly full when served and the outside of one glass was slightly gritty. The entrees were served by another female server (reddish brown straight hair tied back in a short pony tail) 25 minutes after ordering them. The runner auctioned the food and asked "who is having the char?" and served the male guest first rather than the female. She asked "Can I get you some fresh ground black pepper? Do you have everything you need for now?". Due to the booth seating, left/right service was not in effect, but most guests were served food items from the left at the center tables. |
Wendy was pleasant and polite and smiled whenever at the table. She spoke clearly but did not initiate any conversation with any guests outside of the order taking. She appeared very comfortable conversing with guests, showed a sense of humor, and was responsible for at least two other tables in a wide area of the dining room (one of the tables had 10 guests). She could not look at all tables each time in her section but glanced over at us each time she passed to see if we needed anything obvious. |
While waiting in the bar area we were approached by the cocktail wait working the entire area: Denise (WF with brown curly hair, 5'3", 23-27, clean standard uniform, no name tag) handled all of the standing guests and three bar tables. Denise approached within five minutes of our entering the bar and said "Can I get you two anything to drink?". She did not upsell a gin and tonic to a call liquor but quickly listed all of the beer choices (not missing any of the varieties as the sample bottles were in view). She tray carried all items to guests, served all drinks with bevnaps, but handled the glasses by the rims rather than the barrels when placing them down. We noted all of the DR waits handled glasses by the rims when picking up glasses from the service bar. Denise quoted a price of $5.50 for a mixed drink and soft drink (the prices matched the DR prices we were charged later) but did not call the tendered $20.00 bill or count the change back when returning it. She did not return a receipt with change but clearly appeared to have entered the drinks to the system as a dupe printed at service for her to get the drinks and the bartender worked only from the dupes and not from any verbally called orders. We noted in two instances Denise quoted prices like ours ($5.50) and returned paper bills but not coin change and fumbled around looking for the coin rather than having it ready to return to guests (there was clearly enough coin in a glass on her tray). It appeared Denise hoped to get the coin left as a tip by having guests wave her away as she fumbled to find the coin. When guests left paper bills as well she was tipped better than she apparently expected to be. Denise thanked us for both the sale and a dollar cash tip left on the tray. |
Wendy listed the specials when placing down the drinks and pointed out one item that was a special but not listed in the menu. She did not list any out of stock items and one table nearby ordered a filet, only to be told "there is no filet... it has gotten too expensive and is off the menu". Wendy did not suggest another similar item the guest might like. Wendy returned at 7:25 and asked "Are you all set to order?". We said we were starving and requested haddock for one meal; Wendy listed the side choices ("mashed, fries, or rice?") then said, "OK", and looked to the second guest for an order. When we hesitated and said we were still not sure what to order Wendy remained silent and waited for 14 seconds without suggesting anything, and then said "I can give you another minute if you like". Wendy's eyes darted around the room as one guest struggled with the choice. When we stressed we were actually very hungry she said "What can I help you with?". When asked for something light she said "you might try the scallops special, that is pretty light. The arctic char is pretty light". When asked what char was she said "It is a fish. It is kind of like salmon but tastes more like Halibut" (The menu states it is actually a farm raised cross of salmon and trout). There was no mention of larger salads vegetable items. After taking the two entree orders Wendy asked "Is there anything else I can get for you? Appetizer? Salad? Anything to go with that? OK, thank you". She did not specifically suggest any appetizer of any kind. The bread was empty at this point but we were never offered a refill of it. We stopped Wendy at 7:35 and asked for a cup of the soup of the day. She delivered the soup four minutes later but never added it to the check at any time. Wendy offered a refill of an empty wine glass when bussing the soup cup and asked how we liked the soup. |
The sirloin steak was cooked exactly as ordered, (MR) and was tender throughout. The baked potato was hot and white and split when served. The menu stated the meal came with squash but it was served with grilled asparagus stacked to the side of the potato with a green cilantro garnish to one side and parsley sprinkled around the plate. The haddock was well presented with bread crumbs atop the fish, a light butter/lemon sauce, and garlic mashed potatoes. The butternut squash chunks were not grilled enough (no dark sides at all as previous orders have been) and they did not have the same flavor/texture as a result. Garnishes were similar to the other plate. The South West hearty vegetable soup was served in a cup with clean spoon along with oyster crackers. The soup was hot but rather thin and watery (it did not hold up the description “hearty”). One table nearby returned an item for being cold and the re-cooked item was delivered by the waitress who took the order, not the manager. The manager did not visit the table at any time. |
Vacated tables were bussed and completely wiped down before being re-seated but paper and food debris under the tables was never picked up and this area was never checked before the tables were re-seated. We tossed a sugar packet under one table when it vacated and it was re-seated with the packet still underneath it. Items visible in the aisles were picked up immediately. The deliberate food spill left on the table top was never wiped and coffee was placed down atop some of the spill. |
We finished the meals and pushed away the plates at 8:10. Wendym returned at 8:13 and bussed the plates, then asked if we wanted left over food wrapped to go. She did not wipe the table top of a large, obvious food spill at any time. Wendy asked "Any coffee or dessert?" but did not suggest any specific items. When we stated we each could not eat a whole dessert she did not suggest a lighter item or suggest sharing one and simply left the table. Wendy returned a moment later with the wrapped TO GO food and the check in a black holder. She placed the check in a tented position in the middle of the table and said "thank you". The check was not personalized but the total was circled. The soup (ordered five minutes after the entree order) was not entered to the check. We asked for coffee after the check was presented and Wendy delivered the coffee without taking back the check and making the addition to it. Wendy returned the voucher and card with a check copy and said "thank you very much" but did not ask us to return. She returned the female guestsÂ’ credit card to the male guest and never looked at the name or attempted to use it. |
The only possible manager noted (WM, 40’s, 6’0”, thinning sandy hair, white pressed shirt and tie) was visible briefly around the host stand area but he did not walk through the dining room or interact with any of the seated guests he did not know at the tables at any time. When one table returned an item the waitress who took the order delivered the re-cook and the manager did not visit the table at any time. |
Wendy did not serve any tables of guests she was not waiting on. We noted the table next to us placed a payment on their table at 7:55, and the payment was passed twice by Wendy and once by another wait before finally picked up by the wait handling the table. Food runners delivered food items; this was the only teamwork noted. Floor debris was picked up quickly by the first staff member to pass it. |
Sample Writing
The SAs were neat and presentable and the merchandise was presented in an attractive and organized manner. I do have to comment on the clothing of the SAs as it was as one would expect and I was very impressed by what they were wearing. It left the impression that one might want to emulate them and buy the clothing they were wearing.
The store was well organized and very attractive. It was very easy to find merchandise I was interested in and the layout made it very easy to shop and locate the interesting clothing. I immediately noticed the promotional and sale tables and rounders located in the front of the store. The merchandise was thrown all over the tables, but that was to be expected as customers were looking for that hidden treasure. I was very impressed with the layout of the store and how easy it was to locate merchandise.
I have awarded zero points because the SAs did not make an effort to acknowledge me or my colleague. The SAs were occupied with carrying on a conversation between themselves and did not take the time to acknowledge any of the entering customers. I was disappointed with the lack of acknowledgement as it made me feel, as a customer, that I was not appreciated and that I was not welcome in the store. I got the impression that I was disturbing the SA and interfering with their conversation.
have awarded zero points because the team behaviour at this location was disappointing. The store was not busy. There were customers but the ratio to SAs was very manageable. The SAs were not making an effort to acknowledge any of the customers who were entering the store. The SAs were not smiling nor did they appear to be enthusiastic. They actually appeared preoccupied and busy chatting with each other.
I have awarded zero points because the SAs did not acknowledge me or offer assistance in any way. None of the SAs displayed a 'heads up' behaviour and seemed to be avoiding helping customers unless they had to. I was disappointed in the team behaviour during the visit to the store on this particular occasion. I had approached more than a dozen garments and had many in my arm to try on and no SA had approached me to assist. I had to approach the SA and when I did I was distinctly led to believe that I was interrupting the ongoing conversation. The SA was not involved with a customer, she merely did not approach me because she was busy chatting. I was disappointed that no SA approached to help me as I would have valued their assistance. The SA made it clear that her conversation with her coworker was her priority and that the customer was an interruption. She was not helpful in any way and walked away from me on more than one occasion when I was asking for assistance. The SA was not polite nor respectful.
I have to admit that I was extremely disappointed with my visit to this store, and based on my visit I won't be returning anytime in the near future. My shopping experience was very poor. The service that was extending towards myself as well as my colleague was very poor. I have rated the visit as a zero merely because of the lack of respect and customer service. The SAs were too busy talking to each other to notice any of the customers in the store or if there were customers in need of assistance. The SAs were not eager to please, nor did they appear to care if a customer was trying to get their attention for help with something. The SA did not present a "best effort" when helping customers, and it did not seem as though she presented any effort. There was a ratio of one (maybe two) customers per SA and by no means was the store busy enough to justify ignoring valuable customers.
When we first approached the store a male SA working at the sidewalk sale was chatting with females, and it appeared to be chatting about friends of theirs and not about the clothing or a sale he was attempting to make. There were two female SAs standing at the cash area who were also chatting amongst themselves. There was no acknowledgement of any customers what so ever. My colleague and I walked around the store two separate times, examining clothing and removing particular sizes so that we could try them on. Neither of the SAs in the store came to help either of us.
Eventually I approached a SA to help me in getting a particular size off of a rack which was too high for me to reach. She came to help me and made it quite clear that I was bothering her in asking for her help. When I asked if she knew of the shrinkage that I should expect with a certain pair of pants she looked at me, shrugged and proceeded to walk away and return to chatting at the cash register.
When I finally made my way to the change room it was this same SA who came over to help me, once again. She then walked away and returned to chatting at the cash. She didn't bother to count any of the garments. None of the clothing was to my liking and I opted not to purchase any of it. When I informed the SA of this she sighed and took them from me and again walked away. I proceeded to leave the store, disappointed with the lack of service I had received and the rude nature of the SA I had encountered.
Evidently, I was not impressed with the level of service offered by the particular SA. She did not make me want to return to the store, and I am not sure that I will return to this location in the near future as I was treated rather poorly. It did not appear to me that any of the other customers were receiving better service, it was evident that the SA was rude to all customers that approached her. I do feel that the terribly low score on this report does reflect the service I received as a customer.
