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

---

Customers - Hold Onto the Ones Youve Got

You probably spend a great deal of your time looking... Read More

Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really... Read More

Customer Service Consultants

When all else fails in your company to meet the... Read More

Importance of Good Customer Support in Online Computer Peripherals Shops

Looking for hi-fi computer peripherals? Finding it tough to decide... Read More

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

Traditional marketing strategies encourage business owners to continually grow their... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always... Read More

Customer Service and The Human Experience

Historically, customer service was delivered over the phone or in... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business,... Read More

Got A Consumer Problem?

Millions of people, just like you, end up with a... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well... Read More

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

In the Villa of the Sick Cat -- A Lesson in Customer Care

If you're a pet owner, you know the stress of... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners... Read More

Increase in Customer Sales = Increase in Customer Service

One of the most popular questions asked in online business... Read More

How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a... Read More

Clients - What They Want from You

A growing number of individuals are finding themselves called to... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

6 Reasons Why Complaining Customers are Golden

With Some Tips on How to RespondTt has probably happened... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint.... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years... Read More

Whats For Lunch?

As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More