Why would anyone choose a disappointing dining experience over delivery – or even cooking at home? Photo: Uber.
After a recent holiday in our own backyard, I’ve been left wondering where on earth customer service has gone?
The husband and I were excited to show a couple of overseas visitors everything the Illawarra has to offer over the course of a week or so.
The natural environment didn’t fail to impress, with sunny days spent surfing at The Farm, shark-spotting on snorkel expeditions at Bushrangers Bay and hiking up Sublime Point.
In full ‘holiday at home’ mode we decided to spend the money we’d saved on flights and accommodation supporting local businesses by eating out as much as possible.
Unlike our beautiful bush and beaches, however, the customer service was shocking across the board.
From casual cafes to upscale restaurants, we were greeted by wait staff who were apathetic at best or downright rude at worst.
I know hospitality is a tough gig – I put myself through uni working at Maccas, cafes, pubs, restaurants and event catering.
I know everyone has bad days, but the consistent misery of almost every staff member we encountered was astounding.
Eye contact seemed to be a thing of the past – even a cheery “Thanks so much” or a 10 per cent tip couldn’t raise a smile.
I don’t know if working in hospitality has become so bleak and the wages so poor that a “Hi, how are you?” is off the table, but as the cost-of-living crisis continues to bite back pockets, why would anyone spend their hard-earned cash on such dismal dining experiences?
The food was great, but that’s not enough to make up for feeling like a burden rather than a customer.
Maybe we rubbed everyone we met up the wrong way? As a party of four with no kids, no dietary requirements and no need to keep to a tight schedule, it’s hard to see how we could have been easier to cater for.
We did have two standout experiences. Everyone at Al Amir in Fairy Meadow was friendly and attentive. The owner even took the time to give us a culinary lesson in Lebanese desserts.
Blackbird Cafe in Thirroul had an amazing barista and lovely counter staff who brought a genuine, sunshiny vibe to everything they did, and our visitors from New Zealand’s coffee capital thought the brew was exceptional.
One of the best parts about living in the Illawarra is our pride in what we have to offer.
Whether it’s our university, sports teams, heavy industry or the local chicken shop, we love to back homegrown businesses and boast about everything that makes our region unique.
I firmly believe we’ve got some of the best food, coffee and beverages the country has to offer in scenery that can’t be beaten.
With some big events on the horizon, like the World Triathlon Championship in October 2025, and plans to bring more tourists to town via a cruise ship terminal, surely we can serve up our strengths with a side of smiles.
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