I wonder if their pay is directly affected by not getting an excellent. My husband works service and their pay (commission only) will be cut for anything below an excellent. Also in the hospital industry, the hospital loses money for anything below an excellent and the next rating below. Crazy standards as many of us who fill out survey scores are hard-pressed to automatically give an excellent especially if we are having to pay a lot of money to get our cars repaired or if we ar sick and our pain is not eased.
I didn't realize hospitals went with the car dealership system. What an incredibly stupid place to do that! There are a million reasons why a person would ding a hospital stay that have nothing to do with the actual staff. I help my MIL fill those out, and she knocks them because they don't respond fast enough when she hits the call light. That's because she waits until she can't wait to "go", and she has zero empathy for the fact that they might be helping someone as sick as she was just two days prior. And even though she wears Depends at home, she refuses to use them (won't even put them on) in the hospital. She's a total fall hazard and she will get up if they don't respond a minute after she calls (and she just yells "hello, hello" into the microphone instead of telling them what she needs). So she rates them low for it. Whereas I would tell them early and try to be patient, and I think 5 minutes is ok. (Sharing a home and bathroom, sometimes you have to wait!)
It's just sooooo subjective. What a ridiculous place to have those surveys.
They do this because it directly affects their pay. They are straight commission and it is cut when they score below the highest score. In addition is can hurt the dealership. They can actually loose the service line if they get enough scores that are low. In other words, Ford could remove all their cars and their ability to sell or service Fords.
And from what DH (used to be a service writer with Saturn) and his brother (mechanic at Cadillac dealership) tell me, even saying the highest rating and then using more words = failure. They just want that number or "excellent", nothing else.
Great, we've basically concluded (and good insight btw red Sox68) that going to the mdr has become like going to a car dealership.
Always!
...and had come from Palo recently and preferred Palo diners over the MDR guests.
Wowzers. Hello Mr Inappropriate!
Their recommendations were the best of the bunch, but if I didn't like the bunch, then how to let
DCL know? Ugh.
Exactly.
I meant arrogant in some of the points. Eg
Don't make me wait 15 mins for pie, don't make me look around for you when I want a refill, to me that is arrogant,
unless you are the only one in the MDR at the time.
Could not imagine saying that to anyone in a resturant serving me
But the guy asked them how to make it excellent. And they answered.
And then he didn't do any of it.
I think the food quality thing is the worst part. That is truly not their fault. Coldness and recommendations aside, the actual food quality is on the chefs and the menu-creators. They keep shunting it off on the servers so nothing is changing.
If I order Mac and cheese on pirate night because the veggie items are atrocious HOW is that the server's fault that I don't like the dishes? If I order that and the server doesn't bring it, then something is the server's fault. If I say there's something wrong with the menu and that's why I ordered mac, that's not the server's issue. If I just say I liked my food, how do they know I ordered a kid meal because the menu is so gross?
DH ordered the veggie pancakes or whatever they are that night, expecting something of a Korean inspired thing (because of the description) and it was so bad he stopped the server, asked for mac, then tried to get the chef out to discuss exactly what was wrong with the dish.
And after a certain amount of times goes by in a meal it's too late to have them fix it. They are being set up to lose, while the kitchen has NO rating system at all.
