First published: 29/11/2021
Within the service industry, which includes the hospitality industry, negative behaviors are described as 'the seven sins of service'. Try to avoid these sins at all times!
Table of contents
Services
Service provision is the provision of certain services to third parties. It is a broad concept and has various definitions.
In the past twenty years, the service sector has grown into the largest sector in the Netherlands. economie. Before that, the Dutch were mainly employed in agriculture and industry, but due to growing prosperity, the service sector has also grown strongly. People who work in the service sector are, for example, taxi drivers.
For hospitality entrepreneurs, the word service has a completely different meaning. They understand service as offering extra services or service to their guests by waiters and wait staff.
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Seven sins
Within the service industry, which includes the hospitality industry, negative behaviors are described as 'the seven sins of service'. Try to avoid these sins at all times!
apathy
If you work in the service industry, you must show a minimum interest in the guests. An uninterested, listless and indifferent - therefore apathetic - waiter, bartender or buffet attendant can never meet the expectations of the customer or a colleague.
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These are the 7 sins in service provision
Within the service industry, which includes hospitality, negative behaviors are described as 'the seven sins of service'. Try...
Passing the buck
If you are asked to do a certain task, the customer expects you to do it. Do not try to avoid doing your task by having someone else do it. You are responsible for taking care of the customer. If you have asked a colleague to help you, you remain responsible for ensuring that the customer's needs are met.
Coolness
Try to avoid doing your job without enjoying it. Anyone who works in the service department should walk around with a smile on their face. And show that it is nice that the customer comes into the shop.
Condescension
Never treat a customer as if they are stupid or unimportant. If you do not take the customer seriously, it comes across as condescending. An even worse form of condescension is if you are noticeably and visibly having more fun with your colleagues than the customer, and you do not see the customer. Your behavior will make the customer feel uncomfortable.
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Routine
Try to avoid doing your work on autopilot. This means that you perform your tasks without thinking, according to a fixed routine and without taking the situation into account. If you work in the service, you must always be able to respond to different situations.
Letting rules prevail
You follow the rules strictly without looking at whether that rule can be applied at that moment. It is useful that there are rules in the catering industry, but if you always follow these rules strictly, nothing remains of your flexibility. For example, it can happen that a guest wants a sandwich when the lunch menu is actually no longer served.
If you can make a sandwich, the guest will be happy with that. And they won't have to go to a competitor. If you find it more important to stick to the rules than to meet the guest's wishes, they will remember this and choose not to come to you again next time.
Sending from pillar to post
If you can't help a guest right away, always go and find the answer yourself and tell the customer that you'll look into it for him. The customer will find this more pleasant than if you send him to someone else.
NOOR & NOOR has decades of experience in setting up and running catering businesses, specialty stores and providing various services, both B2B and B2C.
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Some more tips if you work in the service industry
If you, as a waiter, bartender or buffet attendant, avoid the above points, are helpful and attentive, and radiate that you enjoy your work, this will be appreciated by your customers, but also by your colleagues.
Know which rules can be handled flexibly in the company. Think of lunch and working hours. The only rule that may not be violated is that you do not inconvenience other customers. Stay alert and attentive to the customer's wishes. Do not wait but take initiative.
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