Y'all Come Back, Now!

My wife and I were sipping morning coffee today and she commented on how the level of customer service in restaurants has changed here in the South. Not for the better, mind you. To be transparent, we are formerly Yanks who moved to Atlanta back in the late eighties, so we know a thing or two about Boston etiquette. One of the first things we learned to appreciate in Dixie was the real-deal southern hospitality. It was everywhere. True appreciation for the customer. There could not be more “thank you’s” and smiling faces, not to mention the ever-present “y’all come back now!” well wishes.

So now here we are in the early 21st century, and we find ourselves yearning for that friendliness and family-style interactions when we go out. Instead, we feel like we’ve encroached on someone’s personal time and should hurry up and leave. For example, the “service” my wife was complaining to me about involved a certain newcomer burger chain (which will remain unnamed). They had not posted outside that they were not yet open for business, but the doors were indeed open and there were patrons inside, so my wife and daughter walked in and prepared to be served. After a few minutes of waiting, someone finally came up and asked if they could help (I always wondered why any employee would walk up to a customer in their own store and ask ‘can I help you?’ instead of ‘how may I serve you today?’ but I digress). Of course when they tried to order, the employee cut them off and said they were not open yet; this was their "soft opening." No apology, no empathy…like a robot. My wife apologized and was embarrassed (and then added a few choice words in a way only an Italian woman can!)

In past days, the embarrassment would have been felt by the store, and humbly expressed, too! To be fair, a manager at the store offered a discount for a return visit, but frankly, the damage was done. If this was how customer service was being taught at the outset, this business was doomed. Now, compare this to another southern staple where you’re always welcomed with a "thank you for choosing us" and a friendly "our pleasure!" every single time at any of their stores, and it comes as no surprise that we frequent them (for those who have not had the "pleasure," the brand is Chick-Fil-A). Let me prove my point to drive this home: the next time you use a drive-through restaurant, when the order is handed over and the payment made, pay attention to who says "thank you" (Honestly, try it. You’ll figure out what I mean).

The days of true hospitality may be waning in this selfish, me-first society, but the truth about great customer service remains: those who embrace a humble, servant-attitude and are acutely aware of their ample competition, will survive because of the friendly, relationship-focused service they provide.

Oh and before I forget, “thank you” for taking the time to read my article. It was my pleasure to serve you!