Many people complain about the costumer care Burundian establishments. Whether in public institutions, private establishments such as telecom companies, bars, restaurants, or even health centers, what is called the front office or the customer service department often has shortcomings. But should we only blame the waiters? A former waitress who worked for 18 months in the restaurant sector offers us an incursion into the “behind the scenes” to show us the other side of this problem.
In recent days, social media has been abuzz with videos from influencers like Sexy Love, Gretta Kwizera, and TikToker Delly Drice, who have been outspoken about the service at our restaurants and bistros in Buja. Between the forced smiles, the long waits for food, and the waiters who don’t seem to know what professionalism is, everyone has their opinion.
The waiter, a hero who is not popular
18 months may seem short, but trust me, it’s enough to fully experience stress, fatigue, and misunderstandings. Imagine a day where you have to juggle hungry customers, pressured cooks, and a salary that borders on ridiculous. Before judging the waiters, let’s ask ourselves the questions: were they really trained for this job? Do they know what is expected of them? Are they motivated by what they earn? The answer to all these basic questions is NO.
About 80% of Buja’s waiters are young people who have just finished their studies or are desperately waiting for another job. For them, this job is just a stopover, a step before landing a ”TRUE” job. Result? Employers consider them as temporary workers and offer them a pittance. And frankly, who would give their body and soul for so little?
Ok dear customers, we see you. You are there, smiling, ready to enjoy a good meal. But I want to be honest with you: when you enter a restaurant and you see this waiter welcoming you with an XXL smile, know that he is probably hiding a mountain of worries. You order a dish, but it arrives late? Before getting on your high horse, remember: it may not be the waiter’s fault. Maybe the kitchen is in a rush, or the chef is a perfectionist (or just a little slow, who knows?).
Reinventing the client-server relationship
Let’s stop pointing the finger at the servers for every little glitch. The truth is that many problems come from the top: management that lacks understanding, lacks training, and poor working conditions. In some establishments, fortunately, there is a manager or a maître d’ to act as referee and calm things down. But in other places, the servers are left to manage on their own, and that’s where the trouble starts.
Dear owners, dear bosses, rather than considering your employees as temporary pawns, why not invest a little in their training? A well-trained staff is a pillar for the future of the company and a solid reputation for your establishment. It’s a win-win! Come on, a little effort, and who knows? Your restaurant could become the must-see spot in Buja.
The customer care is a three-way dance
So, yes, we have bistros, bars, restaurants, and even five-star hotels. But each has its own style, atmosphere, and particularities. The key is to adjust your expectations accordingly and understand that the customer careit is a three-way dance: the customer, the server, and the management. If everyone does their part, we could well transform Bujumbura into a hub of refined services. Cheers !
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2024-09-06 10:34:19