Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service occasionally stands out but only because it's the cream-of-the-crap.

Last week I had the opportunity to speak at the Lumbermen's Merchandising Corp. annual sales meeting in Dallas. The meetings were held at the Dallas Convention Center and the hotel we stayed at was the Hyatt Regency at Reunion.

The first night I had dinner at the Centennial Café Restaurant on the second floor of the hotel. The food was good and the service, I mean the server, was outstanding.

It was a slow night and Abdul was covering one half of the tables in the restaurant. Here are some of my observations:

1. Abdul was always smiling.

2. He was energetic.

3. He walked fast and with purpose.

4. As soon as I was seated at the table he asked me for my drink order.

5. Two minutes later - it was there.

6. He wrote down my order which included some special diet requests.

7. It took four minutes for the bread to be served. The meal was delivered exactly how I ordered it.

8. When it was time, the plates were removed quickly and quietly.

9. He was there when you needed him and not when you didn't.

I went back to the same restaurant the next night. This time however, the place was really hopping. I asked for a table with a light, so I could finish a good novel I was reading.

The hostess put me at a table with lots of light and it was right next to the reception podium, where she greeted all customers. She didn't move or walk fast.

She pointed to my new server who immediately disappeared into the kitchen. I never did see him for the rest of the evening - let me explain.

Abdul approached the hostess and spotted me. He said, "Welcome back." I asked if he could be my server and he said it would not be possible since he was limited to his station on the other side of the restaurant.

He asked about my server and I told him he hadn't been to my table yet. Without any hesitation he asked if I would like the same glass of wine I enjoyed the night before. I was impressed and I said yes.

The hostess had her arms wrapped around the podium - what a sight. I managed to get her attention and asked to be moved to Abdul's section. She gave me her best impression of a positive nod.

Abdul grabbed the menu and escorted me across the restaurant to another table with enough light for me to finish my book. While the entrée was different, the service again, was excellent.

Service can be awesome or dreadful - and it's usually people who make the difference.

The elements of good service are not instinctive and are usually the result of extensive training. Unfortunately, servers don't get to judge the service - that's strictly up to the customers.

The reward for good service is more business. The reward for superior service is even more business. It should also be noted that "Profitability is the applause of a happy customer." I gave gave Abdul a big tip.

In conclusion and generally speaking . . .

People who walk fast make more money than people who don't.

People who are enthusiastic, energetic, and show a little passion for their work also make more money than people who don't.

People who go out of their way to help and serve their customers are always more appreciated and valued.

One of the keys to successful selling is to help your customers get what they want.

Obviously, Abdul has that figured out.

Jim Meisenheimer's business is your business. His sales techniques and selling skills focus on practical ideas that get immediate results. You can discover all his secrets by contacting him at (800) 266-1268, e-mail:

jim@meisenheimer.com or by visiting his website: http://www.meisenheimer.com

You can also check out his NEW online Sales Effectiveness 360 Assessment at this website: http://www.no-brainersalesprofiles.com

---

Putting The Service Back In Customer Service

The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service... Read More

Learning from Your Employees and Customers Complaints

Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, by taking them in stride with... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis. Justas it is bad news to send out too many emails to customers,it is just as bad... Read More

Caring for Your Customers

You probably think I am going to say something like, "The customer is always right." Right?? Wrong.I have many philosophies when dealing with customers, but I definitely... Read More

Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong

The Reason Why Direct Internet Marketers Have To Work So Hard To Earn Our TrustA bad attitude to customer service can literally destroy your business.So, I thought... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how can sales and promotion possibly be considered spiritual? But the secret is, once you truly understand that... Read More

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget it.First thing: If you have a legitimate claim denied or a beef with a company (my method... Read More

The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better

Yesterday I went to buy a sandwich at a franchised outlet. I thought while driving up would the owner be there to help out and save some... Read More

The Nine Principles of Customer Service for the Travel Industry©

If you want to learn how to get your clients to do your selling for you through excpetional customer service, read on. Learn customer service secrets from... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact... Read More

Sales Marketing: 10 High Impact Ways To Improve Your Customer Service

If you want to last a long time in business and succeed, you must learn how to make your customers happy.You have to know who are your... Read More

The Sellers Creed

I will not make sales. I will make Customers.I will target the heart of my Customer. Never their wallet.My Customer is the lifeblood of my business.Though I... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures. If your... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well informed. For this information is how he earns his bread. At a car dealership the commission over... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level... Read More

When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to buy unless they receive a discount. Sometimes this is driven by the organization's culture or the buyer... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say... Read More

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very few customers are loyal. Most of their loyalties lie with their bank accounts, and you can't blame... Read More

Stay - Say - Pay

Would you like to have customers that stay with you and don't buy from your competitors? Customers that say nice things about your business to other people;... Read More

Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?

Do many of us realize that we are working an unpaid part time job for the grocery stores and some home appliance stores? We are ringing up... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must understand and maintain a positive relationship with its customers. Customer Relationship Management (CRM) is the process of... Read More

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any... Read More

Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)

Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever... Read More

Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?

In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry from a stereo company, the recording stated a "customer care" representative would be available shortly. At that... Read More