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| Waiter Training Newsletter |
Books & Manuals Restaurant Training Manuals Training Book for Waiters & Waitresses
Guest Article by Trainer Paul Paz
In keeping with my ongoing theme of ultimate customer service, I am reprinting an article written by a fellow restaurant trainer and speaker, Paul Paz. In one of his latest newsletters, he talked about some of the same things I train and talk about. It’s great to read someone else’s take on customer service and learn some new techniques, as well!
In the spirit of teamwork, thank you, Paul, for the following article!
What is exceptional service? ©
Exceptional service is similar to setting the world record in the 100-yard dash. To the winner goes the spoils: all the attention, endorsement contracts and career opportunities. The world wants to do business with winners. But what's the difference between being "the rest of the pack" verses achieving #1? In this footrace it's hundredths of a second and in some cases performance that is separated by only a hair's breadth.
So it is with customer service. The only difference between average customer service and winning service is a hair's breadth of preparation and anticipation.
Preparation is the basic fundamental of being able to meet the minimal (and reasonable) expectations of your customers. This would include having a wine-key for serving bottled wine, bringing a bank for those that make their own cash change, knowing the soup du jour, having a clean uniform and neatly groomed, checking the service-ware stock before the start of the shift, or as simple as being on time for work.
Anticipation is the ability to provide pro-active service instead of the customer having to make a request. I was at an automotive store this weekend and they had run out of an advertised special. The clerk curtly announced, "We don't have any more!" I asked if a "rain-check" was available and she responded with, "Oh, yea." Her service was not proactive and was heavy with, "Not my problem and I don't care... I just work here." (It's all in the "rolling-eyes".) So it is with food service.
Here are some examples of service that we in our daily routines of engaging our clients see as ordinary but the customers perceive as exceptional.
Split a large meal onto separate plates for seniors or children sharing an order.
Serve a shared glass of wine, beer or milkshake in two glasses.
Present families dining with children with bibs and crackers when they are seated.
Offer separate checks when you greet large parties.
Keep a local newspaper on hand and offer it to your single diners.
Present a magnifying glass to diners who have difficulty reading the menu print.
Present a mini-flashlight when it's too dark to read the menu.
Bring those "automatic refills" before they ask for them.
Write down the order so it is accurate and complete when the meal is delivered.
Approach your customer's table with a smile and the feel hospitality.
Without saying, "Did you want your change?", just return their exact change quickly.
Greet a returning customer by their name.
Offer to remove the olives when you see their faces wrinkle at the word "olive".
Have you noticed that most of these examples are about what to do verses what not to do. Service is proactive and can only be described as actions that benefit your customers. Non-action is the absence of service.
Service is a choice of making a personal connection with our customers. Yes many customers are sitting at your tables for nutrition but also nourishment for their spirit. They get to hide out for 30-90 minutes from a crazy world out there. How many of your guests may have just lost their job (while you're still working), have a friend or family member in Iraq, suffered a death in the family, just had their first born move away from home for the first time and who knows what else.
The difference between average and exceptional service is very thin. Most opportunities to provide exceptional service happen very routinely. Too often we overlook these chances. So surprise your customers next time with exceptional service moments. This will help cultivate return traffic from the ongoing community and school events plus the upcoming holiday season just right around the corner.
In the meantime, Make It Fun, Make It Easy... Make Some Money! TM
Sincerely,
Paul C. Paz, Founder & Author
WaitersWorld, Inc.
503. 524.0788 FAX 524.4183
www.WaitersWorld.com
Training and information is the key! Contact me, Susie, at Waiter Training, either by phone or email. My business number is (720) 203-4615, and web address is http://www.waiter-training.com.
I have restaurant training manuals available for sale, as well as my book, “A Waiter’s Training,” for the individual server who wants to learn more about his/her career and improve on skills.
Susie Ross has been involved in the hospitality industry for ten years
. She has just written a definitive work on front of house customer service and techniques for waiters and waitresses. For more information about Susie's book, "A Waiters Training," her training manuals and training seminars please visit her at http://www.waiter-training.com or email her at susie@waiter-training.com.©Waiter Training 2003
Excellence is an act won by training and habituation.
We do not act rightly because we have virtue or excellence,
but rather we have those because we have acted rightly.
We are what we repeatedly do.
Excellence then, is not an act, but a habit.- Aristotle
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