Changes in the Service Industry

In this age of rising prices everywhere we look, I remain bewildered at the decrease of customer service I keep seeing within the service industry. As prices rise and our salaries remain at the same level, fewer consumers are going out to restaurants or shopping. Personally, if I want to spend my hard-earned money on something frivolous like going to a restaurant for dinner, I want that experience to be more special than standing in line to pick up my own food or refill my own drink. (I also think that self-checkout lines are ridiculous but that is a rant for another day).

Imagine our surprise last night as we made the silly decision to go out to what used to be our favorite seafood restaurant in the Triangle area, Kemp's (this website has been under construction for quite some time), and found that the entire atmosphere of the restaurant we loved had changed. (Our first clue should have been that the parking lot was empty at prime dinner time). The last time we had been to Kemp's was several months ago, but we were greeted and seated by a friendly hostess and we had prompt and above average service from our waiter (not to mention the pile of tasty food that we got out of the deal). Last night, we walked in and, instead of a hostess stand, there was a counter full of cash registers and a huge board with the menu on it. The kind of thing you would see at a fast-food restaurant but they certainly didn't have fast-food restaurant pricing. We walked out and went to the Mayflower in Garner, instead, where even though the food isn't as good, the service was outstanding.

This morning, I got online and read the reviews of Kemp's on Citysearch (and even added my own) and was not surprised by what I found. The Kemp's we had enjoyed so much before was now reduced to a fast-food restaurant with styrofoam (Also, I can't understand the change to disposable utensils, plates and cups. Even with the restaurant using less water and helping with our recent drought, those things are going to be sitting in a landfill for how long?) plates and utensils. I don't think we'll be back.

I understand that businesses as well as consumers need to cut costs at this time because of our declining economy. However, I wish that restaurant owners would understand that if I wanted to get my food and my drink myself instead of being waited on, I would have cooked at home.