Don’t Ask Your Customers Stupid Questions
October 23rd, 2008
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Just when I thought there are no stupid questions, someone proved me wrong.
My friend was having lunch with someone yesterday. The waitress came over to take their order, and my friend ordered a Chinese Chicken Salad, with the dressing on the side. Her friend ordered a Turkey Club sandwich, with no cheese or mayo.
This is where the waitress should think, “These people are trying to make healthy food choices.”
Instead, she asked, “Would you like to start with our 4 layer, deep dish Macaroni and Cheese?”
After writing yesterday’s post, I remembered a teacher who said that the only stupid question is one you already know the answer to. If we modify that to say “one you should already know the answer to,” then this was a stupid question.
I’m sure the waitress was supposed to ask it because the 4 layer deep dish Macaroni and Cheese is a new appetizer the restaurant is featuring, and they want people to be aware of it. Fine, but tweak the question when you know it doesn’t make sense for the customer. “Would you like to start with an appetizer?” would have been much more reasonable.
If you sell cars, and someone wants to buy a Ford Taurus with anti-lock brakes and a baby car seat, it’s reasonable to ask, “Do you want side-impact airbags?” It’s not reasonable to ask, “Do you want neon underbody lighting and a direct port nitrous system?”
Asking inappropriate questions just shows that you’re not paying attention.
October 23rd, 2008 at 2:34 am
“Trying to make healthy food choices?”
Well, they’re not doing a very good job! Ditch the dead animal flesh; it contributes to diabetes, heart disease, cancer, osteoporosis, Alzheimer’s, asthma, high cholesterol, high blood pressure, obesity, and more.
October 23rd, 2008 at 2:44 am
@ Pete, I was wondering if someone was going to say that. Actually, that’s why I said “trying.” At least we can say they’re trying far more than the average person who visits that restaurant. “Normal” people don’t get just a salad with dressing on the side. “Normal” people don’t hold the cheese and mayo.
Does meat contribute to those things just in humans, or in all animals?
October 23rd, 2008 at 3:28 am
The art of the sales person is to adapt to the customers needs. Listen. Adapt. Predict.
I don’t think the waitress did any of those.
Oh well. I guess we’ll give her the benefit of the doubt and say her manager had drilled that Macaroni and Cheese question in to her head.
Jamie
Jamie Harrop´s last blog post..What Social Networks Do You Use? – Poll!
October 23rd, 2008 at 7:54 am
You know, I know some guys who would like the neon underbody lighting and a direct port nitrous system (whatever the heck that is!) on their Ford Taurus, baby seat installed, car. *smile*
And maybe it was whole wheat macaroni and low fat cheese? Nah, I guess not eh?
Urban Panther´s last blog post..There is no Alice in the kitchen
October 23rd, 2008 at 8:08 am
[Late night after a highway accident my husband almost killed us in, we ended up at a Waffle House. It would turn out to be the first and last time I ever went to one.]
Me: What’s good?
Waitress: Everything.
Me: [sighs to self] Ok. Well, I know you have waffles, except I’m trying to stay away from carbs.
Waitress: Oh, our waffles don’t have carbs.
Me: !!!!!
Me: Er. I guess I’ll have the waffles.
Hayden Tompkins´s last blog post..How to Boost Your Karma
October 23rd, 2008 at 8:44 am
Okay, it took 24 hrs but I thought of a stupid question. I was nursing my baby and my boyfriend asked me if I had to poke holes in my nipples with a hot needle. He was serious. He asked a lot of stupid questions. That relationship didn’t last.
October 23rd, 2008 at 11:39 am
Mac and cheese is an appetizer??
I second Panther, however. People are multidimensional, and it’s not the salespeople’s job to pigeon hole them. Maybe some guys want to look flashy even with kids. And I’m sure some moms are yearning to dress up and go dancing sometimes. Not a problem. It just makes life more interesting.
Akemi – Yes to Me´s last blog post..Inside Out Approach To Entrepreneurship, Part 4, Learn Marketing
October 23rd, 2008 at 3:29 pm
Waitresses aren’t paid to think!
Now that I think about it, if the car salesman who sold me my Dodge Grand Caravan had OFFERED me neon underbody lighting and a direct port nitrous system, I’d have answered, “OH HELL YEAH! While we’re at it, let’s see what you’ve got in the way of rims, lift kits and kick ass graphics for that bad boy!”
With that in mind, I think you were right before. There really are no stupid questions just questions asked stupidly.
I’m sure in the case of the waitress, it wasn’t so much what she said, but how she said it. Ah – the delicate art of conversation
Kathy @ Virtual Impax´s last blog post..The Name of the Game is Trust
October 23rd, 2008 at 9:24 pm
When I was a waitress, in my long and varied career, at a lovely restaurant, if I did not mention the special in the memorized protocol set by the chef ( it was classy wording and sounded like I was listening) I lost my tip from that table.
Sometimes later in the evening, folks just came in for dessert and a drink and mostly to talk quietly, but I still had to let them know what was required of me – I seemed to be able to pull it off if I could get the customer’s laughing.
When I stopped thinking I knew better than the chef, I started getting all my tips, which with minimum wage pay was crucial for my academic success.
Patricia´s last blog post..The Ants Go Marching 10 by 10
October 23rd, 2008 at 10:22 pm
@ Jamie, that’s true, her manager probably put her through Macaroni and Cheese training, and this was her time to shine.
@ Panther, I guess some people might want those things, but I think the airbag question should come first! Not sure about the Mac & Cheese, but I’m pretty sure it’s the regular kind.
@ Hayden, hmmm…fat and protein waffles? Something’s messed up there.
@ Carol, wow, what a question. What does he think women did before they invented needles?
@ Akemi, we don’t want to make too many assumptions, but we also need to customize our questions for the person. If someone looks like they might be choking, “Are you choking?” is a better question to ask than “Can you teach me how to play the piano?”
@ Kathy, I guess the salesman needs to ask you all the questions then, huh? Can’t wait to hear what you’ll get for your next car!
@ Patricia, I guess if you can tell them you’re required to say it, they’ll understand. One movie theater near me puts something on the screen saying where the emergency exits are, and then “THIS NOTICE REQUIRED BY LAW.” I guess they want us to know that they don’t want to have to tell us.