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| Waiter Training Newsletter |
Now That’s What I’m Talkin’ ‘Bout!
Quite often when I travel, I fly out to the East Coast, a two-hour time difference for me. As some of you may know, I live and office out of Denver, Colorado in the United States. Because of the time difference, I frequently have to catch the earliest flight out, which is 6:00am, excluding red-eye flights, of course!
Leaving that early requires that an unlucky someone in my family has to take me to the airport, leaving at around 3:30 or 4:00 in the morning. If you’ve ever flown into or out of Denver, you understand why this is. Our airport is miles and miles from the city limits; in fact, I’m certain the mailing address is Kansas!
Anyway, we’ve discovered that our city-wide bus service offers airport service at all hours of the day and night. For $10 I can get on the bus near my home and be to the airport in time for my sunrise flight. The bus driver on my route has been the same every time; the last time he was training a new, young driver. My usual bus driver’s name is Mike; he’s always cordial and friendly and I’ve come to depend on him, much like some of us come to depend on a server who knows our names and knows what we like.
On this particular morning, Mike was passing on his knowledge to this young man. I couldn’t help listening in on his training session. He was giving him the usual information about routes, traffic and the operation of the bus. Now here’s what I’m talkin’ ‘bout: Mike always made sure he was aware of his “customers,” those of us many who have to be on that early ride.
At every stop, the driver is required to turn on the lights of the bus for the new passengers. After the bus starts moving, he typically turns it off. At the second stop, because my stop is the first (yawn), the new driver neglected to turn the lights off after we were moving again. Mike pointed out quickly, “You need to turn those lights off; these people want to get a little more sleep before they get to the airport.” That’s exactly it! That statement told me all I needed to know about Mike. He’s a service-oriented person and he genuinely cares about those he serves. I smiled to myself, thinking that this is the kind of person everyone should want to have as an associate.
It didn’t stop there; at a stop light, the new driver wasn’t really paying attention and the green arrow lit up, indicating that we could make our left turn. Again, Mike reminded him in a firm, friendly tone, “You can’t be sleeping at the wheel; we have a schedule to keep and these folks have to get to the airport on time and catch flights and go to work. When you miss a light, you slow everything down, including those vehicles behind you.”
There it was again! That’s what I’m always yammering about in my newsletters! Genuine concern and care for our customers! And you know what? You can’t train someone to have a personality; you can train someone with a personality to be a great, caring server! To be a great and caring server, one has to act on those good thoughts Mike shared with his trainee. What do you say? How do you say it?
Shameless plug? Of course! I’ve got the things to say and how to say them. And your staff and I have some fun while practicing those things to say and do!
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 email address is Susie@waiter-training.com. Web address is http://www.waiter-training.com.
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