Jorge, a restaurant manager, has to make a decision about firing a server who has had customer service issues. Discuss how Jorge can use the steps of rational decision making to address the issue. Be sure to specifically outline how you would implement the solution.

Question

What will be an ideal response?

Answer 1

The steps are to identify the problem/opportunity, think up alternative solutions, evaluate the alternatives and select a solution, and implement and evaluate the solution chosen.

In terms of deciding whether to fire the server who has had customer service issues, Jorge might proceed as follows:

1. Identify the problem: The server has had a series of customer service issues, including inattentive service, food brought to the table cold, and an unpleasant demeanor.

2. Think up alternative solutions: Jorge might explain these complaints to the server and offer to give him "another chance." He might send the server for customer-service training. He might give the server a "warning" and tell him that the next time a customer complains, the server will be fired. Or Jorge might simply decide to fire the server.

3. Evaluate the alternatives and select a solution: In thinking over the situation, Jorge wants to be fair to his server and to send the right message to the other staff. The server has worked for the restaurant for quite some time, and it is only recently that customers have begun to complain. This suggests that perhaps Jorge is becoming bored with his job, that he is having personal issues, or that he is dissatisfied with something in the restaurant. So as to send the right signal to his staff—that he is a manager who cares about his employees—Jorge decides to have a talk with the server to see if he can find out the source of the problem. The server admits that he is tired of waiting tables and would prefer to be a bartender, even though he has no experience in that job. After thinking about it, Jorge tells the server that he can work as a "bartender in training" two nights a week while continuing to wait tables until he has developed the expertise to be a full-time bartender. He also makes it clear to Jorge that he expects to see improvement, and that becoming a full-time bartender is contingent on a positive attitude and good customer service whether he is working in the dining room or at the bar.

4. Implement and evaluate the chosen solution: Jorge will keep an eye on the server—not only making sure that he is providing good service when he is waiting tables, but is also learning how to be a good bartender.