Customers appreciate your positive attitude. They prefer to buy from those they like and those that have their best interest at heart. Here’s a post adapted from my book that shows it works in the restaurant industry.
Assume the sale. This is one of those phrases that is drilled into the head of any good salesperson. “They will love our product, I know they will. Just keep listing all the benefits of our product, and they will have to buy it. So, just assume that you will make the sale and ask them for their order,” says the hungry sales manager boss.
Well, I don’t want you to be a hungry sales guy, at least not at this point. But I do want you to assume the sale. Here’s what I mean.
Those well-spoken-of and restaurant industry standard “two minutes or two bites” has quickly passed as you make your way to table #22. As you reach there, you scan the plates to see if the four guests are enjoying their meal.
You say something like this:
- “Is everything okay”?
- “I hope you are enjoying the salmon”
No, no, man, that’s all wrong. It’s the worst way to check on a guest. Don’t you know that everything is okay? Were you paying attention? Why would you “hope” they like their salmon? This leaves doubt in the mind of the customer.
If you really were paying attention you would have (more…)
Countless studies have shown that the key to a successful employee, one who excels at his/her job, is motivated to perform at his peak and one that will have the best interest of the company at heart, is a properly run and dedicated new employee onboarding and orientation program.
During my career I have been personally responsible for the development and facilitation of new employee orientation classes, one-on-one training/coaching sessions and evaluation of existing standard operating procedures to ensure peak performance.
Yes, there are the usual topics and development structures that must be enforced along with the company policies, procedures and overall expectations. But…
Then, how do you ever expect to provide the great customer service we always talk about?
The first few days of a new hire are usually a blur; too much to learn and (more…)
They just hired some hotshot new manager…thinks he’s going to shake-up the place. Maybe, maybe not. Only time will tell.
He lines his office walls with photos, awards and commendations from local newspapers and businesses. His desk is covered with assorted trinkets and babbles. The place looks like a shrine to himself. What’s with this new guy?
Fancy suits, crisp shirts and the biggest wrist watch you’ve ever seen. Are you expected to bow or genuflect when you enter his office? You hear some of your coworkers saying; “Look, here’s another suit gonna to tell us what to do.”
You already don’t like him…
OK, ok, you know your supposed to give the new guy a chance. After all, he IS the boss. But what can he do, what can he teach me, let me see him in action, you say.
You’re a firm believer that respect is a two way street and only goes so far without proof you can do the job. Don’t try to change the place, don’t expect me to jump through hoops just because you want to do things differently. Blah, blah, blah…
See a problem here?
How resistant are you to change? It’s a part of life whether you wish to believe it or not. Bosses come and go. Some leave their mark (good or bad) and others go unnoticed. But you’ve got to give them a chance.
If you ever expect to be “the boss” one day yourself you must come to grips with the “ever-changing” world of business.
You’re probably afraid of: (more…)
One of the challenges faced by a perfectionist is longevity. When we are younger and have energy to burn, we can relentlessly work through exhaustion and jump through hoops daily to achieve the perfection we seek.
Usually this perfection is attained solely from our personal labor since “no one else can make it perfect but me”.
But as we move through time we slow down, slow down enough to the point where we don’t have an unlimited supply of energy, not enough time can be spent away from our family or illnesses arise that supply the setbacks of life.
This is when the perfectionist wished that he/she had (more…)
There are too many distractions and obstacles in our day-to-day lives. It’s not worth the effort to be something you are not, eventually your true self will come out.
When it does, and if you are not showing desirable traits, you will be shunned for being “fake“, for “putting on airs”. Can your customers afford to be serviced by a person like this? How do you know what “side” of your employee is tending to your customer?
Is it the fake side that shows a strained smile and insincere eyes? Or the real side of one who is truly concerned for the customer’s best interest and will do all he/she can to go above and beyond to make them happy? Or, is it the other way around? (more…)
At times we act as if we are in a vacuum, all by our self, no one’s around. We are invisible. No one’s watching me…well, are they?
You’d be surprised how many eyes are on us while we work. “People watching” it’s called and it happens all the time. Especially to those in the customer service industry.
The waiters, cashiers, airline baggage handlers, taxi drivers and the thousands of other job classifications to whom we entrust our customer experience to are all watched. Watched for how well they do their job and if I will receive the same, or worse, service when it’s MY turn to be taken care of.
What image do you show to others?
Are you chewing gum, twirling your hair or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture that of confidence or submission? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance? It really matters… (more…)
Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? Is your glass half full or half empty?
Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many. We all strive for the best but are we willing to do what is needed to achieve the moniker of “the best”?
If we are to be more concerned about being liked at work then don’t expect the man/woman in the corner office (the boss) to pass a coveted opportunity or promotion your way. It usually goes to the one who is most capable and willing to do as needed in the best interest of the company.
Don’t get involved in office gossip, don’t be the “fun guy” or the one with the great stories. That may be fine for the gathering at the corner bar after work but think of how it makes you look to your peers or superiors. How are you perceived? (more…)
I have always told my staff that I’m not perfect, I don’t know it all, that I make mistakes. I am only a collection of MY experiences. I don’t have YOUR experiences.
You’ve experienced it. You come into work with a real big smile on your face and suddenly people respond to you with a smile and seem to treat you better. It’s a well-researched social phenomenon.
In fact, just looking at photos of happy-faced people has been shown to make a person’s brain waves go into a happier mode.
When someone smiles, they are exhibiting positive emotions. Those positive emotions can affect the way a person acts and feels. Since the body and mind work so closely together, it is only natural that those positive feelings will affect the body in a positive way.
Remember, no one wants to see your frown…regardless of how busy you are. Dust yourself off, focus on your task at hand and get ready for your day.
Your customers will thank you for it.
My Day with Shep Hyken!
This past weekend I spent a wonderful Saturday with the New Jersey Chapter of NSA, National Speakers Association, where the king of customer service Shep Hyken was the guest speaker/trainer.