Putting The Serve Back Into Customer Service

By: Jim Meisenheimer
Submitted: 2007-01-17 11:49:35
Print this article | Tell a friend | For publisher | Social Bookmarking
Rating:
 

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 Caf? 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 entr?e 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

Article source: Expert Articles

Most Recent Articles in Customer Service category

  • Hire the best Hawaiian pest and termite control agency - By: Dwayne Bravo
    The presence of pests and termites in homes, offices or warehouses often become a matter of concern. The amount of loss that these organisms make you suffer is unimaginable. A small amount of these pests and termites can be controlled easily through the use of various products that act as pest and termite control agents.
  • Value Delivered Through Customer Service - By: Stephen Milford
    What is customer service? No matter who the person or what the organisation, the answer to this question is always generic. They will say: "Customer service is about giving customers what they want" or perhaps "it's about satisfying customers" some times they will say that it is about "making customers happy."
  • Airline Miles Credit Cards: The Best Way to Use Them - By: Alice Shown
    The airline miles credit cards are indeed a great advantage for the frequent travelers.
  • Care About Your Customer's Needs - By: Lynne Saarte
    Your customers’ wants and needs? Do you know the issues they face everyday and the things they struggle with? Do you know what your company can do to make their life easier and increase the chances of them giving your store a chance? If you do not know that much about your customers than how exactly are you supposed to connect with them? The best kind of marketing is the kind that is specifically aimed at fulfilling a customer’s needs.
  • The "Oracle" And The Intoxilyzer: DWI/DUI Source Code Defense - By: Maury Beaulier
    In 2008, DWI/DUI challenges to the breath test, now, more than ever, have become viable and important. The latest challenges involve attacks on the source code, and the state's failure to provide that computer source code for testing. In each case, a source code motion should be considered.
  • Local Authorities Efforts in recyling - By: Michiel Van Kets
    Waste management is a serious matter that affects all communities; we are all contributors to the loads of garbage and litter that increase day by day.
  • You Need To Know Your Customer's Needs To Fulfill Them - By: Janice Jenkins
    You cannot give someone what he or she wants if you do not know what it is that they want, so the question then becomes, how do you figure out their needs?
  • Answer Their Questions Before They Can Ask - By: Kaye Marks
    The best way to get customers happy is by giving them as much convenience as you possibly can.
  • Customer Service: Reconnecting with Customers - By: Howard Lee
    No one likes to be put on hold or to endure high pressure sales tactics. Even Business owners, who, after all, are also consumers, probably hate the "hard sell" that is common at many firms.
  • Finding a reliable accountant - By: Michiel Van Kets
    If you are running your own company or if you are self-employed, hiring an accountant can be priceless. A few of the services they offer include completing tax returns, keeping company accounts, financial planning, auditing and book-keeping.