I think sometimes we lose sight of how much of a difference one person can make when it comes to customer service – in good ways and in bad.

A story went viral a few years ago about an Abuelo’s waitress who decided to alter a customer’s bill and give herself an additional $10 tip.  Needless to say, this is not behaviour that this, or any other, restaurant chain would accept.

“I Will Never Eat There Again!  Thieves!”

But, all it took was a restaurant manager who did not appear to take the matter very seriously for the customer to turn to social media.  There are now over 600 Facebook “likes,” and over 80 comments such as, “I will never eat there again! Thieves! She should longer have a job nor should the manager!”

One waitress.  One (very bad) mistake.  One poor management decision.  How many thousands of dollars will be lost in the ripple effect of this?

Sometimes we hear people question the value of  customer service training, rigorous coaching and relentless support for the people on the front line.  This story is an example of why it is so important to be vigilant with both our customer service and leadership standards .