Service can be described as a “performance” of some kind involving two parties, whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor. When I looked it up in Webster’s, there it was at #11 out of 31 definitions. The payment part was not included, but the key word mentioned was “performance.”Read more
Today, there are situations when we actually add a “middle person” instead of eliminating one for increased service efficiency. If it’s cost-effective and demand is high, then proper market positioning will make it a worthwhile endeavor. For example, my sister just informed me of a food delivery service in New Mexico that will let you choose one out of many different food outlets (all types of ethnic/fast food)- and then guarantees delivery within a specific time period. This not only gives the customer assurance of reliability, but more choices for dining take –out style.Read more
This brought back memories of the time when I was posted to Koh Samui, Thailand. In our new menu, the chef added Spaghetti Carbonara. It was prepared the traditional way, lots of cheese and cream and quite thick. What we noticed was that the dish came back to the dishwashing area half eaten. So we went around talking with the customers to enquire why this was so. That’s when we found out it was too thick and too creamy to our customers liking. So the chef did some modification to the dish, he added some chicken stock and made it with a little gravy. Again we went around asking the customer’s opinion. And this was a winner.Read more
When things go wrong, the front line staff (wait staff and reception) is often the ones that faces the brunt of the customer’s anger. Sometimes it’s not the mistake of the employee but the supporting department example the kitchen or the maintance department. So I often tell my staff that the customer most of the time are not angry at you, it’s because you are the only one in front of them. So naturally you become their target.Read more
I use these steps in my Delivering Quality Customer Service trainings. Got it from a friend and since then I have added some of my own experience into it. It’s a sequence that starts from the time the customer walks in till the time he leaves your establishment.
Train your employees to always remember that anyone that walks through your door is a potential customer.