I don’t claim to be an expert on the matter but I know the basics of surviving in the service industry. I studied tourism management and was pretty damn good at it, so my opinions on the following should make a lot of sense to a lot of like-minded people.
As long as you’re working in the food & beverage line in Singapore, it is imperative that you have a stable command of English. Especially since the Singapore Tourism Board likes to use the country’s vast array of food choices to draw visitors from all over the world in. So, does it not mean that if you are in the business of serving a customer — be it in a fine-dining restaurant or a fast-food outlet — you should know what terms to use and what words to avoid like the plague? You would think so, but I’ve been noticing a trend recently in places like McDonald’s. Whenever you order something that is not yet ready, you will be told flat-out to WAIT. The word WAIT is bandied around 99% of the bloody time.
Firstly, why should one wait for food in a fast-food joint? That just sullies the type of service you aim to provide. Secondly and perhaps more importantly, the word WAIT has extremely negative connotations attached to it. Even if you absolutely have to wait for food, it is the job of servers to make sure you don’t stand there frowning and looking angry while you do so. That is what happens when you are told to WAIT. Why should I WAIT? What exactly am I WAITING for? These are the questions that run through my mind whenever I’m told to WAIT.
In the service industry, you are providing a service. Even if your product is good, the service experience is what people will remember the most. A bright smile from a server can make the biggest of differences in a person’s outlook of the day gone by. Imagine if you’re already having a bad day and all you want is something to drink from McDonald’s, along with a light side-order to nibble on. You line up in the queue, count the seconds to your turn and then finally make your order. But hold the phone; once you fork over the cash, you hear those dreaded words: “YOU’RE GOING TO HAVE TO WAIT FOR YOUR FRIES! PLEASE MOVE TO THIS SIDE FOR A WHILE AND WAIT!”
Seriously, is that the best thing servers can muster up? Atrocious. Abhorrent, even.
“I’M SORRY, YOUR FRIES AREN’T READY YET. PLEASE HOLD ON FOR A COUPLE OF MINUTES.”
“WOULD LIKE TO TAKE A SEAT FIRST, SIR/MA’AM? YOUR FRIES ARE NOT READY YET. I SHALL CALL YOU WHEN THEY ARE.”
“DO HANG ON FOR A WHILE, SIR/MA’AM. I’LL GET YOUR FRIES TO YOU AS SOON AS THEY ARE READY.”
Those are some examples of positive phrases you can offer to your customers if you are burdened into making them wait for what they have already paid for. The aim is to sound apologetic while ensuring them that you will not forget about their order and will do everything you can to please them. Just by changing what one says can a service experience be improved in dramatic fashion. Even the tone of voice you employ means a lot. Language, people. It’s not hard to gain an understanding of basic English. Even if it’s not your first language, realise that you’re in a country that aims to be a tourism hub. Also realise that non-verbal communication is actually more important than the words you say, but the two go hand-in-hand.
Finally, if you’re in the service industry, always remember: there is always room for improvement. Don’t be cocky.
