Monday, July 31, 2006
I think the day is coming - and not to soon for me - that restaurateurs will begin to find ways to crack down on rude behavior from children. Would you allow that kind of behavior from adults? Not in the least. So why tolerate it from children?
I always coach clients that you make more money from adults who wish to visit you because you do not allow insensitive behavior from the children of obtuse parents. Unless of course you are Chuck E Cheese or a business that is geared toward children. It's sort of along the lines of the arguments against going smokeless. And once we make the transformation, we will all kick ourselves at not having done it sooner!
Read this writer's experience! Sound familiar?
Thursday, July 20, 2006
In this guest column, popular guest writer John Wyckoff says no one ever talks about the condition of the restrooms as a key to growing a retail business -- but maybe they should. Restrooms give customers clues as to how you run your business and the attention you pay to the details.
Press Releases: Zagat.coms Message about Service
Service - The Weak Link: As with most cities Zagat surveys, service is the number one dining irritant of Chicago’s restaurant goers, cited by 77% of all surveyors. In comparison, noise (8%), prices (4%), and poor food (4%) come in far behind.
Service The Weak Link: As with most American cities, the vast majority of Atlantans found poor service to be the most irritating factor in the local dining scene. Sixty-three percent of all dining-related complaints were about service, compared to only 14% about noise, 6% about prices, 6% about food, and 4% about parking and traffic.
ServiceThe Weak Link: As with most American cities, an overwhelming percentage of Texans found poor service to be the most irritating factor in the local dining scene. Seventy-eight percent of all dining-related complaints were about service, compared to only 8% about noise and 4% about prices.
“Zagat Releases 2006/2007 Chicago RestaurantsGuide”(ABC7Now.com,Jul.20,2006)
“Zagat Releases 2006/2007 Atlanta Restaurants Guide” (Zagat.com,Jun.21,2006)
“Zagat Releases First Statewide Texas Dining Guide” (Zagat.com,Apr.7,2006)
"I don't like that person -
I think I need to get to know him better."
- Abraham Lincoln
Is that your attitude when it comes to customer relationships? You can see why Lincoln was a skilled politician...his attitude was right on target, even when it came to people he might not necessarily be drawn to right away.
In sales, as in politics, shunning a customer or a prospect because 1) you don't like their personality, 2) don't think they have the money to do business with you, 3) are in the "wrong part of town", or 4) rubs you the wrong way...all of them are bad motives.
There is something good in everyone, but you need to look hard for it sometimes. But that's not a reason not to do business with them.
However, I've seen more than my share of sales professionals walk away from good potential business relationships simply because they don't "like" the other person. Hey, guess what: This isn't high school. You aren't passing notes in your home room, and your customer isn't going to ask you to the prom. It's a professional business relationship, and you need to grow up and act your age when it comes to being patient with your customers, even when they don't return the favor to you at first.
The most important thing you can do is make the distinction between customer service and guest hospitality. You need both things to thrive, but they are completely different. Customer service entails getting the right food to the right person at the right time. Hospitality is the degree to which your customers feel that your staff is on their side…”
75 Percent of Mystery Shoppers Say Customer Service Has Not Improved With the Addition of Summer Help
With the summer season in full swing, many retailers and restaurants across the United States have hired part-time summer help. Overall, this extra help has not resulted in an improvement in customer service, according to more than 75 percent of mystery shoppers who attended the Mystery Shopping Providers Association (MSPA) Third Annual National Educational Conference for Shoppers held July 7-9 in Chicago.
Tuesday, July 18, 2006
Sunday, July 16, 2006
The first one who does this in your market is going to win big. It might as well be you!
Also, check out my online store and see what products and services you can use to help you coach yourself to a better business!
This weekend my family went to our neighborhood pool for a late afternoon swim and dinner. Our pool complex has a restaurant that sells great burgers, pizza, salads, soft drinks and ice cream. I have always thought it to be cool having such an amenity at the pool, although this was the first time we have ever ordered dinner at this establishment. Neighbors had proclaimed that the food is good...
Thursday, July 13, 2006
Another good customer service story - right? This must have been a great wake-up call for Comcast management to start fixing their problems...
What do you think happened next?
Comcast FIRED the technician!
...now talk about a wrong-headed management decision.
What do you think?
Take the poll Free Poll by Blog Flux
Friday, July 07, 2006
Keep reading here.
- This restaurant is run for the enjoyment and pleasure of our customers, not the convenience of the staff or owners.
- You get gree round of drinks if anyone on our staff comes up and says, “Is everything all right?” When we aske questions, they’ll be helpful ones.
- You must get your mustard and ketchup before your burger, sandwich or fires.
- We hate soggy fries. If yours aren’t crisp, they way you like them—-send them back—-maybe the kitchen will get the message.
- Corned beef and pastrami are good because they contain some fat. If you want something lean, how about our turkey?
- Our turkey is always fresh. Period.
- Our iced tea is table brewed. Just pour it over a big glass of ice.
- Soft drinks come in bottles or cans. No bar guns here.
- San Francisco bakers don’t bake on Wednesday and Sunday. Our breads are fresh all other days. The pastry we make is fresh every day.
- Our ice cream sauces are a point of pride. They’re made in New York by a certified chocoholic who refuses therapy. They are simply the best in the country. And we don’t boast idly.
- We use only Kozlowski’s jams—-what else!
- We bring pastrami and ice cream sauces from New York City, mustards from Oregon, hot sauce from Jersey. Eat here. Save the airfare.
- This is a bad place for a diet and a good place for a diet.
- Our desserts are excessive because nothing succeeds like excess. We encourage sharing if you’re not super hungry.
- Substitutions are okay by us, don’t be bashful, you’ve got a mouth, use it.
- We cook hamburgers 2 ways: medium rare or well done; anything else is at your own risk!
- Please do not take the menus, they will cost you $10 cash (we’ve got miniatures for free).
- We reserve the right to refuse service to anyone using the word, “nouvelle.”
- We use cholesterol free oil for frying and sauteing. Eat your heart out, Mr. Surgeon General.
- Our to-go containers are Serco-Foam products and contain no CFCs, they they will not harm the environment.
Friday, June 30, 2006
If more people were to talk back to companies or report customer service abuse to their local local consumer affairs departments, the overall state of customer service would improve.
What do you think? Is there a way to foster consumer activism so that we can finally get the service that we deserve, the right return on providing our personal information as part of buying transactions, and intelligent humans to interact with when facing post sale issues? Or is it like voting - enough people are generally happy enough so that the only thing we can expect is status-quo?
You would expect that a new entrant who delivers outstanding customer service would change the playing field in that sector - but is that really happening? Could it happen?
Compiled by Mona Shoup
Camille Iglehart says she and four friends went to Lupe Tortilla Mexican Restaurant, 2414 Southwest Freeway, for a girls' night out.
"We were about to finish our meals and margaritas, which were wonderful, when an incident occurred that we all knew was beyond the restaurant's control.