Satisfaction - Open Sourced Customer Service

Satisfaction



"Satisfaction is when everybody wins," says the site.

Not a bad line, but "win" has a truncated meaning and a shorter-term valuation in a lot of situations and orgs. Had dinner at a Mexican restaurant tonite with family and some friends. I ordered steak tacos. The meal arrives and the topping side dish of onions, tomatoes and lettuce were barely enough for one taco not the the 3 included with the platter. I point this out, ask for and receive more. Same size saucer, this time larger more reasonable portion for 3 tacos. Things went decently from there. The check arrives. No problems. We divvy up happily, leave the cash there ready to pay on leaving and resume chatting. Our server comes back to tell us she forgot to include something and "can I have the receipt?" Yes, she wants to charge the "extra" garnish--$2 and change.

And yes, it stayed off the $90 check, but not until a manager visited the table. It was a friendly meeting, but unnecessary, requiring an unnecessarily full explanation. All over a food-cost item of maybe fifty cents--that's for 3 tacos' worth--yet something integral to the satisfaction formula of a transaction called "a good meal." Short-term view leads to short-term valuation. Not by me. I will remember. They thought they were selling "food." I was buying a pleasurable experience. And I had to work to get it. Not satisfying.