Don’t Ask Your Customers Stupid Questions
Thursday, October 23rd, 2008Just 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.



