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

---

At the Carwash; The Customer really is always Right

You have no doubt heard the saying that the customer... Read More

Make Sure You Get The Customer Perspective

Businesses that fail, often forget to seek out the customer... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

Customer Service and Call Center Outsourcing, Whats The Buzz?

The buzz is all about customer service and call center... Read More

Increase Sum in Your Check Account with Follow-Ups

We'll be examining what makes follow up to prospects/customers so... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

Handling Customer Complaints

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

The Nine Principles of Customer Service for the Travel Industry©

If you want to learn how to get your clients... Read More

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations... 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

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought... Read More

How to Retain Your Customers the Dish Network Way

Customer retention is vital to a business. If you cannot... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a... Read More

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

Making Your Contacts Work For You

The best way to explain this concept is to tell... Read More

Saying Thank You to Your Clients

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

Your Number One Asset

Customers put you in business, keep you in business, and... Read More

Communicating Value

Abstract: People buy for their reasons, not yours. This article... Read More

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

The Importance of Good Customer Service

Do you have good customer service? Even for your free... Read More

How to Keep Customers

Who was it that said - "The customer is always... Read More

Customer Service and The Human Experience

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

What Every Employee Should Know About Putting Positive Phrases Into Customer Service

If you were a customer on the telephone with a... Read More

Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone,... Read More

Provide Exceptional Value - Grow Your Business

The primary objective of a business is to get and... Read More

What Do Your Clients REALLY Think of You?

I'd like to start this article with a test ?What... Read More

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

The Great American Customer Service Unawareness Campaign

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