The Attitude of Customer Service

When I do business with someone I expect them to give me a reason to return. If they don't give me a reason to return, it is very unlikely that I will.
Today's market is full of OPTIONS! I don't have to do business with you, I can go to your competitor. So give me a reason to return to do business with you. This may sound demanding, but that isn't my intention. What I am looking for is evidence that you want my business. You realize that your business wouldn't be in business if it weren't for me, the customer.
My passion for outstanding costomer service began taking root when I was 16. The week I turned 16 I got my first job at the golden arches. Yes, McDonalds restaurant. I had the great fortune of working for one of the best restaurant owners I have come across in my lifetime. Hugh McHugh ran that McDonalds like it was a fine-dining restaurant. He had high standards of excellence and he expected every employee to practice them. What I learned from Mr. McHugh was the importance of little things like a smile, a sincere greeting, using the right words, communication with your co-workers, etc. To this day if I make change for someone I say "One dollar and ninety-two cents" as opposed to "one ninety-two" or "here's your change". Some may question why that would matter. I suppose to some degree it really doesn't matter. Yet it is establishing a level of excellence. It says, "we care enough about you to speak properly." Its really about the attitude that is communicated by those little things.

Saturday, March 1, 2008

know your stuff!

I'm so tired of going to restaurants who have good food, a good atmosphere and then poor service. I have a restaurant here locally that I have been to several times because I genuinely like the food. I have never had a bad meal there. Unfortunately I have only had one good server in all the times I have been there.

So let me speak to all the servers out there!

SERVERS:
  1. Make eye contact and smile when talking to your guests
  2. KNOW your menu and your specials. Don't read them off of a list. Explain them to your guests.
  3. Suggest items. Suggest your favorite appetizer, drink or entree.
  4. Upsell. If you know what would make a drink better.... suggest it!
  5. Anticipate. Be looking for ways to make your guest more comfortable.
  6. Don't say, "I don't know" unless it is followed by "but give me a minute and I'll find out."

Okay, I'll stop for now. But servers, remember that YOU determine the amount of your tip.

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