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Excel in Customer Service. Do you Want to Keep or MAKE History?

Article Overview: Recently I had the opportunity to stay a few days in Philadelphia. While there, a group of us decided to have dinner at a unique, historical, tavern. The atmosphere was haunted by the steps of George Washington as his group sauntered outside after dinner while the band set up to play at the ball celebrating the signing of the Declaration of Independence. Everything surrounding us had been replicated in great detail. Time was even taken to create period costumes for our "servers" of the meal. They were intent on keeping history. We were so excited and awed to be able to mingle and chat in such an inspiring room---and then came the "yesbuts".

Free Download - Support Local Businesses - Drive, Learn, and GROW By Sheryl Nicholson

Excel in Customer Service. Do you Want to Keep or MAKE History?

Recently I had the opportunity to stay a few days in Philadelphia. While there, a group of us decided to have dinner at a unique, historical, tavern. The atmosphere was haunted by the steps of George Washington as his group sauntered outside after dinner while the band set up to play at the ball celebrating the signing of the Declaration of Independence. Everything surrounding us had been replicated in great detail. Time was even taken to create period costumes for our "servers" of the meal. They were intent on keeping history. We were so excited and awed to be able to mingle and chat in such an inspiring room---and then came the "yesbuts".

Outside displayed on a board was the description of the seafood special for the evening. Someone in our group chose to order it. "Yesbut" came the reply. You see our party was too big to offer anything other than the printed menu to her.

Another from our group asked if we could order with separate checks....a "yesbut" again. Yes if we were smaller, but because we were not, it would be easier for the restaurant to just tally everything on one check and we could figure out who owed what before we paid. We were disappointed but quickly changed the subject as we ordered our meals. After all we were celebrating a special event....in a historical building.

Sixty minutes later our conversation soon slowed as our bellies began to rumble, WE WANT FOOD! One group member inquired "is there a problem?" "Yesbut."

"Yes there was a little confusion about your order, but it will be right out."

Thirty minutes later the stomachs ROARED! We asked for the manager. The final "yesbut" of the evening. Yes they knew there was no food out yet, but if we hadn't entered the restaurant at the same time as another party they wouldn't have been confused and grouped us together as one. Now food was on it's way.

This example I've seen in many industries, not just the restaurant field. When companies cater to what's easier for THEM than what the customer wants they're begging for a noose to be put around their necks. And the "yesbut" mentality is the "hangman" that will kick the stool out from under you.

No amount of history, atmosphere, or detail can take the place of good, honest, care.

Confusion and mistakes will happen but they don't need to be deadly if you will follow these three easy steps that can be customized to any industry:

Step One - Communicate. If there's a problem or confusion in the kitchen, go back and communicate this. Being in the dark is good for lovers but not lovers with grumbling stomachs. If you inform and ask for patience, most time you'll be given it.

Step Two - Don't assume anything. If there's an empty seat at the table ASK if they're waiting for someone to join them before they order. If a second party comes in on the coattails of the first ASK if they are a collective group.

Step Three - Each customer counts! What's this "we don't do separate checks" stuff? Of course it takes more work, more time, more SERVICE but aren't you in the service industry? Which makes better sense? Inconvenience the customer...or the staff? Don't forget the customer makes a conscience choice to return and if that choice is "no" they will share that decision quite vividly and vocally to 10 other possible clients......WE DID! (In fact as Professional Speakers, we have the opportunity to share bad or good customer service stories to hundreds or thousands each year!)

When every staff is empowered to think creatively to solve and negotiate a problem, the entire business wins. And repeat business can be a guarantee that you'll be in business long enough to make history!

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Article Tags: customer service, food service, restaurants, wait staff

About the Author: Sheryl Nicholson
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CSP Sheryl Nicholson is an International Speaker, Keynoter, Personal Coach, and Author You can view more credentials at http://www.sheryl.com. She's known as The Implementation Coach presenting programs that get results for attendees. Whether is be sales, communication, leadership, goal setting. life balance. or presentation skills - she's proven she knows her stuff as 25 years on the platform.

Sheryl has shared the stage with President Ford, Joan Rivers, and Zig Ziglar. She's published everwhere and interviewed by the media monthly.

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