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CUSTOMER SERVICE + SALESMANSHIP

My wife and I recently went out for lunch.  It was a national chain Italian place that we had not been to in a while.  The place has nice seating, a good menu, and resaonable prices.  I had pre-set expectations about what the experience would be like, but I was truly not ready for the waiter we received.

As he came strolling towards us, I noticed that he had the full assortment of 'bling' adorning his wrists, lapels, tie, shirt, aporn and probably every apendage on his body.  He was extremely nice.  I do mean EXTREMELY nice to the point of being sickening.  His greeting was as if he had known us forever, commented on my wifes watch, commented on a tatoo that was visible on my forearm, asked for our drink order, and left us to look at the menu.  I commented to my wife that I thought our waiter must be on some sort of a happy pill.  When he returned to take our order, he brought us our drinks (tea, this was a working lunch), he complimented my wife on such a wise choice, and upon receiving my order, he commented that my ordered dish was his favorite on the menu, and was AWESOME. I consider myself to be a Italian food critic anyway, and felt very smug about the waiter recognizing my savant abilities. 

As we ate our salad, I noticed the same 'rules of wait staff engagement' being deployed with his next customers.  When he took their orders for food, he commented to the person whom he decided was paying the bill that their ordered dish was his favorite on the menu and was AWESOME.  It was a different dish than I had ordered, as I then realized this guy was the perfect combination of service + sales.  He believed in his product, had uncanny sales ability, and had developed a successful cadence or routine of taking care of his customers.  I smiled, because this guy was good at his job, and even if the food was terrible, I knew he would make it right.....somehow.  As we finished our meal and paid the bill, another couple was looking over the menu that our waiter had left on their table, and the gentleman commented that he couldn't quite decide what to order.  As we left I told the gentleman, "Trust me, it's all AWESOME, at which my wife poked me in the ribs.

During our drive back to the store, I wondered how that restaurant would function if it were staffed by some of the characters that worked for us.  Most would do quite well, but using the 'template of salemanship' that our waiter displayed, it sure pointed out a few of my employees that needed to be sent to Cinderella School.  Don't become complacent with the level of service and salemanship that your business presents to your customers.  Strive to make them all AWESOME!   .......Mark

 

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Uploaded By: WAP
3 years ago
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