Everyone talks about wanting to get good service; we all want value for our money and/or time. But what are we really looking for ??
In my training workshops I show people a definition of customer service that sets a high standard. It is this:
Is the ability or skill of an organization to consistently and constantly deliver an experience that exceeds the customer’s expectations.
The hardest part of that puzzle is “consistently and constantly”. Your favourite restaurant is not reliable if it’s only great when Suzie or Herbie is working. You want to know that you can have a great time whenever you show up. It might be extra-special when you know someone but a great business knows they need to provide a high standard with any member of their team on shift.
It irks me to know there are so many star employees out there who are not able to reach their full fantastic potential because they are held back by the lowest common denominator in an environment where management is afraid or lazy and so doesn’t enforce standards for their whole team.
People willing to take ownership and treat their job with pride deserve to work somewhere they can be challenged in a positive manner, not made to pick up after the staff who can’t be bothered to pay attention.
By the same token, to continue the restaurant example, you can’t just train the front of house staff and not have the kitchen on the same page. The servers could all be amazing but if the kitchen isn’t on board to produce consistently good food in a timely manner then the servers – and the customers – are left hanging. Everyone on the kitchen team should be able to deliver the same great food as the Chef. That’s why good managers (in the kitchen, the dining room and anywhere else) look for people who want their job. Someone who understands they are helping the top dog look good is the person that top dog can trust. Then when they are the top dog (like on the Chef’s day off) they know they had better represent that good reputation.
It’s not complicated. It just takes enthusiasm. If you enjoy what you do, then it’s not work, right? If you understand what is required of you, then you know how to succeed. If you are care about making a good impression every time, then your efforts will pay off.
Customers will notice too, even if they don’t say anything. Did you know that for restaurants, most often people just leave and don’t come back when they have a bad experience? Just to rub salt in the wound for the server, they usually don’t tip either (even if the problem might not have been about the serving of the food or drink, you represent the team).
If your workplace doesn’t “get it”, think about where you fit in the puzzle. If you are in a position to change the situation, contact me. I would love to chat with you about how I can help. After all, don’t we all deserve a chance to be our best and WOW others?