- The Key to Success in any economy
you return to a restaurant that offers lousy service?
If you're like most people, quality of service is of real importance
to you in selecting places for dining, shopping or accommodation. Last week, I
had one of the worst restaurant service experiences, ever - and I'd
like to share it with you...
On Saturday a party of 6 of us decided to meet at a restaurant (midmarket
national chain that I usually enjoy) to celebrate my birthday. The first couple arrived
at 6:30pm and requested a table for 6. They were told they could
have a seat at the bar while they waited, as it could take 30-45
minutes. The hostess took my friends’ name, however she neglected to
give them a pager. By
7pm, when we had all arrived and were sharing a bottle of wine, we
noticed that others in groups of 4 to 6 who had arrived more
recently were being seated. Upon inquiring, we were told we should
have a table in 10 minutes. By 8pm we were starving, and still had
not been shown to a table. We spoke to the manager on duty, to let
him know that we were extremely disappointed. His response? He said
that there was nothing he could do. Wow!
Anyone who knows me understands my passion for service. The next day
I emailed the GM of the location, as well as the president. The
president emailed me within 24 hours, thanking me, and arranged a
time to call me. He explained that, as the new president, it was his
goal to improve service. He volunteered the observation that in his
experience, the locations with service-oriented managers tended to
do well, whereas in other locations poor management has led to poor
hiring and more service complaints. I took the opportunity to share
with him our unique system for Job Benchmarking, and the profiling
system that assists in hiring better service providers.
(Click here to learn more)
The bottom line?
Within 24 hours I had $300 in gift certificates couriered to me,
with apologies from the president, as well as an invitation to meet
with him. He agreed
that, from what he has seen, they need to weed out managers and
servers who are not intrinsically motivated to create a “wow”
customer experience. And he wants to learn more about how we help
organizations benchmark jobs to hire top performers for better
service. See his letter,
Now, as the new leader of this fabulous chain, he's committed to
creating excellent service, and I think we'll be able to help.
1) To succeed in this or any economy, an
organization needs to be customer/ client driven. When mistakes are
made, ensure that the recovery leads to the customer’s reasonable
2) Ensure that you are recruiting “Right Fit”
managers and staff who are best aligned to achieve your
organizations strategic plans.
3) On an individual note, if you want to progress
in your career, commit to doing more than anyone expects in how you
perform your work. Your boss and your organization’s customers are
your collective clients. Decide to be a top performer in all that
you do, and your job prospects will always remain stronger than the
Chuck Reynolds is a Principal and
Chief Performance Officer with
Group Development, a Performance Solutions firm that assists
organizations in enhancing management and team effectiveness. He can be reached
indirectly by emailing our
admin group. Insert 'ATTN Chuck' in the subject area. Visit them at www.ExcelGroupWorks.com
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