I hate people who respect their executioners - Jean Paul Sartre - French Philosopher.
Shoot the hostage - Famous line in the Keanu Reeves movie 'Speed' directed by Jan de Bont
After I publish a new article, I invariably visit the site to check whether it is okay, whether the links are working and whether there is a need to further improve upon it. I visited my article page titled 'Biggest is not the best - it may be the worst' after it was published at evancarmichael.com the other day. What I like about their site is that they give links to related articles on the subject. It is great to read such articles because it gives a different perspective on the subject. Many of us think we know it all. It is not so. Every opinion and perspective matters. Life is one big learning process.
I read Mr. Seth Godin's brief article titled 'The bad table'. It was a great read. He has hit the nail right on the head. In his article, he has said that treat new customers the same way you would treat valued, established and loyal customers. He has also said that, if you have to allot a bad table to somebody, treat them extra special, whether they are new or established customers. He is absolutely right.
However, I have a different way of looking at things. I recommend not to have a bad table at all by the kitchen and in a corner with the table jutting out in odd angles. With high cost of real estate, we all try to optimize the space available. It makes good sense. But the restaurant business is slightly different. When you visit a fancy restaurant, the expectation is very high. Invariably, we pay through the nose. The fancy restaurants make very good margins on their food sales, sometimes as high as 200% or even more. People do not mind paying that because of the prestige value associated with eating at such restaurants, the ambience and a different experience. When the profit margin is so high, why have a bad table ? Get rid of the table and accompanying chairs. Shoot the hostage.As long as the bad table is there, there will be some unhappy customers, even if you take special care of them.
A long time ago, I had to travel in a hurry and did not get reservation in the hotel I normally stay. I was booked in another reputed hotel but I was their guest for the first time. The flight was delayed and I checked in late in the night, almost at 2.00 AM in biting cold. The reception was manned by two people. A few other guests were also waiting in the queue to check in and one of them was their regular. The receptionist just called him and completed the registration formalities though he was quite behind in the queue. If I were him, I would have refused and waited for my turn. Alternatively, the preferred guest could have been given the room key and asked to fill in the form in the room and give it to the bell boy. I have seen this happening in airline counters, hotels, restaurants and many other places. In another incident, I was talking to the Banqueting Manager in the lobby of a reputed hotel to organize a workshop. Suddenly, she got up and rushed to greet someone whom I came to know later was the hotel Chairman and Owner, who had just walked in. For her I was not important. My business was not important. The owner was important.
I was traveling by economy in an international airline. There was a mile long queue. The business and first class check in counters were empty and the staff behind in the counters were idling. I do not see any reason as to why the economy class passengers could not have checked in at those counters. If any higher class passenger had come in, they can always be checked in first and people traveling in economy are not morons or fools. They do understand and such customers have to be handled first because they have paid for it.
I read another great brief article listed in the same page by Ms. Vicki Donian titled 'Build It and They Will Come?'. She summarized the whole thing by saying treat the customers with respect and in the same way you would like to be treated. That is the bottom line.
I also read sometime ago, a lady celebrity saying that 'respect' is passé. I am sorry, she is wrong. Respect for the customer or for any other human being is a basic necessity. It can never be passé. One gives respect and takes respect. Respect cannot be demanded. It has to be commanded. For that we ought to lead by our thoughts, actions, deeds and words.
© Copyright, Jul-15, 08 . Without prejudice. All rights reserved
Treating customers with respect - To learn more about this author, visit Madhavan T Gopalachary's Website.
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Madhavan T Gopalachary
(Visit Madhavan's Website)
Madhavan Gopalachary, nick name "madgopes"
(g pronounced as in go) given by IIT
classmates, is a Mechanical Engineer and
an alumnus of Indian Institute of
Technology, Madras having passed out
specializing in IC Engines &
Thermodynamics.
He has nearly 35 years of experience in
the Corporate World. He started off as a
trainee and handled sales, marketing,
manufacturing, product management, profit
center management, strategic planning and
corporate development including R & D in
various organizations and at various
levels before becoming a CEO. His last two
professional assignments were at CEO level
before embarking to start management
consultancy business on January 01, 1998.
He has worked for British, Swedish MNCs as
well as very large Indian business houses.
He has spent a large portion of his time
from June 1998 till date in East African
Countries practicing as an independent
Management Consultant.
More details can be obtained at the
following web sites:
mmg.name
/mtg.html;
mmgconsu
lting.biz/
Madhavan's articles can be accessed at www.madgopes.com
.
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