The number one item posted on the last 4 surveys I have read about bad service is - not surprising to me! - rude behavior of children in the dining room! And I agree! This is even noted above and before rude service from an employee!
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?
Monday, July 31, 2006
Thursday, July 20, 2006
The Little Detail that Matters for Small Retailers
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.
Wake up already!
Press Releases: Zagat.coms Message about Service
excerpts:
Chicago
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.Atlanta
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.Texas
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.sources:
“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)
Abe Lincoln's Customer Relationship Philosophy
"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.
Source: http://www.landingthedeal.com/2006/07/abe_lincolns_customer_relation.html
One of the country’s top restaurateurs on the difference between service and hospitality.
Q: I’d like my restaurant to provide great customer service, but staffers don’t seem to grasp the concept. Can it be taught?
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…”
source: “Ask Danny Meyer” by Danny Meyer (Inc. Magazine, Jul.2006)
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.
Source: http://www.restaurantnewsresource.com/article23203.html
Tuesday, July 18, 2006
WOW! Service is bad? No way!
There's a large serving of irony in the fact that at this point in our lives, when there's so much to celebrate and we can easily afford restaurant meals, staying home has become the classier choice. In a community of dining spots -- each advertising avidly for our dollars -- we stay home and dine in.
Read Article
Read Article
Sunday, July 16, 2006
Shameless commercial!
If you have service issues you need resolved, call me at 1-877-GameOn1 to talk about how we can help you build a better service model!
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!
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!
Impressions
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
Comcast - a tale of poor customer service and screwed up management decisions
So a guy has problems with his cable modem and spends time in Comcast's online customer service hell (he also happens to be the biggest champion for the movie snakes on a plane, even though the movie makers newer acknowledged that). Then Comcasts decides to send a technician out to have the modem swapped out. When the technician calls Comcast to activate the modem, he ends up in the same customer service hell hole as most customers end up in and spends an hour on hold - and falls asleep on the customer's couch. The customer videotapes the incident and puts it on YouTube. Next thing you know it gets picked up by mainstream media outfits like the NYT, Forbes, and even airs on MSNBC's "Countdown" program, just to name a few. More than 300,000 people view the video on YouTube.
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
Source: http://feeds.feedburner.com/~r/EmergenceMarketing/~3/http%3A%2F%2Fwww.emergencemarketing.com%2Farchives%2F2006%2F07%2Fcomcast_a_tale_of_poor_cu.php
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
Source: http://feeds.feedburner.com/~r/EmergenceMarketing/~3/http%3A%2F%2Fwww.emergencemarketing.com%2Farchives%2F2006%2F07%2Fcomcast_a_tale_of_poor_cu.php
Friday, July 07, 2006
Communicating Your Expectations To Your Employees Enhances The Customer Service Experience
Two guys walk into a bar Whoops! Wrong story. Lets try again. One of my co-workers walked into one of her regular restaurants with a friend and ordered a meal. Sitting next to the wall, they had a birds eye view of a cockroach crawling down that wall. When they brought it to the attention of the manager, she removed the roach but attempted to change the subject to ask how they liked the meal.
Keep reading here.
Keep reading here.
Max’s Laws Revisited!
- 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
Customer entropy partially to blame for poor customer service
Come to think about it, customer entropy (or customer apathy) is partly to blame for the state of customer service. The reason most companies deliver bad customer service is because they can - not enough customers complain or abandon brands after a bad customer service experience.
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?
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?
Service exceeds mere obligation!
Compiled by Mona Shoup
Houston Chronicle
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.
Tuesday, June 27, 2006
Help!
Hey! I need material to write about!
Do you have questions you need the answers to right now? Email them to me and I’ll answer them in the blog.
I am sure there are a lot of others who are going through the same situation and would appreciate the response also.
Naturally I will keep your name and information confidential.
Send them to Jeffrey@GetGame.Biz
Do you have questions you need the answers to right now? Email them to me and I’ll answer them in the blog.
I am sure there are a lot of others who are going through the same situation and would appreciate the response also.
Naturally I will keep your name and information confidential.
Send them to Jeffrey@GetGame.Biz
Sunday, June 25, 2006
The bar to deliver customer service "delight" is ridiculously low
In the last week I joined an army of people who recently had bad experiences with airlines. It is fascinating to see how low the bar to "delight" customers through customer service has gone in the airline industry (and many other industries) in North America.
My story started with a trip to the West Coast on American Airlines. Since I had ordered my ticket late and had no seat assignment, I went to airport extra early to get a good seat. When I checked in they gave me a center seat and said that the gate agent would be able to switch me (customer service tip: pass the buck). Next I sat in an airport security line for 45 minutes. They had one security line servicing at least 30 gates. First class passengers had their own, and much shorter security line, which ticked off many passengers as TSA (Transportation Security Agency) employees who manage airport security are not American Airlines employees but government employees paid with our tax money. When I finally got to the gate, the agent did not even faint trying to help me - she rudely told me to take a seat as the flight was full (customer service tip: screw the customer).
What happened next is the best part. I boarded and realized that my seat was broken. I promptly informed the flight attendant of my problem - after all, who would want to be on a six hour full flight in a broken seat that cannot be locked in its upward position? The aggressive and non-friendly response from the agent was: "I am not sure that they can fix it, and because YOU now reported this problem they may have to take you off the plane and not fly you to California today!" So she was implying that it was my problem, since I had reported one of their defective seats (customer service tip: blame the customer). If only I would have sat up-straight and pretended that nothing was wrong with the damn seat, that would have been a much better solution for HER! I put up a stink and they reluctantly gave me another center seat so that I could make it to California.
Then came the weekend, when I had to fly United Airlines to Vancouver. 3 hours prior to my flight I get a call from one of their automated machines informing me that my flight segment from Chicago to Vancouver was cancelled and that perhaps other arrangements had been made for us. When selecting the option to speak with a representative I got a fast busy tone, so I called the main United 800#. After being in a queue for 35 minutes, during which I discovered that my flight was the last one out of Chicago to Vancouver that day and that there was another alternative flight route through Toronto, I finally got a "somewhat" live person on the phone:
United: may I help you?
Me: your automated service just called me to inform me that my flight segment from Chicago to Vancouver has been cancelled and that other arrangements may have been made
United: they did call you and told you that?
Me: yes
United: well, they tell you stuff before they tell us, I see no such thing in my record...
Me: well, can you at least see that the Chicago to Vancouver was canceled?
United: hold on...oh yes, you are right, the flight was canceled
Me: so what should I do?
United: fly to Chicago and see what they say
Me: but it is the last flight out of Chicago today, it makes no sense for me to go there...
United: hold on...oh, yes, it is the last flight out of Chicago
Me: so
United: you should go to Chicago and they will help you there...
Me: there is an alternative through Toronto on Air Canada - your partner
United: oh I see...let me check
United: there is no flight out of Chicago to Toronto that will get you to Vancouver...
Me: no, but there is one out of Boston that will get me there
United: oh, I see...let me check...this was the last flight out of Chicago..
Me: yeah...but this is Boston...
United: oh I see...I can "protect' that flight for you
Me: great! So you are confirming that I know will fly from Boston to Toronto and then on to Vancouver
United: yes.
Me: do I just check in at United or do I go to Air Canada?
United: that I do not know...try both...
Me: thank you very much
This was not an exchange on Saturday Night Live or some other comedy channel...this was real (customer service tip: hire real cheap labor and try cutting cost on training and IT!
No wonder JetBlue has such high praises from customers. In a market where the bar is so low, it does not require much to delight customers!
Source: http://feeds.feedburner.com/EmergenceMarketing?m=428
My story started with a trip to the West Coast on American Airlines. Since I had ordered my ticket late and had no seat assignment, I went to airport extra early to get a good seat. When I checked in they gave me a center seat and said that the gate agent would be able to switch me (customer service tip: pass the buck). Next I sat in an airport security line for 45 minutes. They had one security line servicing at least 30 gates. First class passengers had their own, and much shorter security line, which ticked off many passengers as TSA (Transportation Security Agency) employees who manage airport security are not American Airlines employees but government employees paid with our tax money. When I finally got to the gate, the agent did not even faint trying to help me - she rudely told me to take a seat as the flight was full (customer service tip: screw the customer).
What happened next is the best part. I boarded and realized that my seat was broken. I promptly informed the flight attendant of my problem - after all, who would want to be on a six hour full flight in a broken seat that cannot be locked in its upward position? The aggressive and non-friendly response from the agent was: "I am not sure that they can fix it, and because YOU now reported this problem they may have to take you off the plane and not fly you to California today!" So she was implying that it was my problem, since I had reported one of their defective seats (customer service tip: blame the customer). If only I would have sat up-straight and pretended that nothing was wrong with the damn seat, that would have been a much better solution for HER! I put up a stink and they reluctantly gave me another center seat so that I could make it to California.
Then came the weekend, when I had to fly United Airlines to Vancouver. 3 hours prior to my flight I get a call from one of their automated machines informing me that my flight segment from Chicago to Vancouver was cancelled and that perhaps other arrangements had been made for us. When selecting the option to speak with a representative I got a fast busy tone, so I called the main United 800#. After being in a queue for 35 minutes, during which I discovered that my flight was the last one out of Chicago to Vancouver that day and that there was another alternative flight route through Toronto, I finally got a "somewhat" live person on the phone:
United: may I help you?
Me: your automated service just called me to inform me that my flight segment from Chicago to Vancouver has been cancelled and that other arrangements may have been made
United: they did call you and told you that?
Me: yes
United: well, they tell you stuff before they tell us, I see no such thing in my record...
Me: well, can you at least see that the Chicago to Vancouver was canceled?
United: hold on...oh yes, you are right, the flight was canceled
Me: so what should I do?
United: fly to Chicago and see what they say
Me: but it is the last flight out of Chicago today, it makes no sense for me to go there...
United: hold on...oh, yes, it is the last flight out of Chicago
Me: so
United: you should go to Chicago and they will help you there...
Me: there is an alternative through Toronto on Air Canada - your partner
United: oh I see...let me check
United: there is no flight out of Chicago to Toronto that will get you to Vancouver...
Me: no, but there is one out of Boston that will get me there
United: oh, I see...let me check...this was the last flight out of Chicago..
Me: yeah...but this is Boston...
United: oh I see...I can "protect' that flight for you
Me: great! So you are confirming that I know will fly from Boston to Toronto and then on to Vancouver
United: yes.
Me: do I just check in at United or do I go to Air Canada?
United: that I do not know...try both...
Me: thank you very much
This was not an exchange on Saturday Night Live or some other comedy channel...this was real (customer service tip: hire real cheap labor and try cutting cost on training and IT!
No wonder JetBlue has such high praises from customers. In a market where the bar is so low, it does not require much to delight customers!
Source: http://feeds.feedburner.com/EmergenceMarketing?m=428
Friday, June 23, 2006
A Comcast Technician Sleeping on my Couch
Really Cool Restaurant Marketing!
Real world ideas and information on the only area of your business that will make you money!
Hire me as your Chief Marketing Officer for less than $10 a day!
Call me at 877-GAMEON1 (toll free!) to discuss how we can build you a better restaurant!
Or visit us on the web at www.GetGame.Biz
A Comcast Technician Sleeping on my Couch
OK, so I'm hoping no one is vidoe taping you sleeping on the job, but then again, are you sure? What if you were video taped during your workday. Would you want it posted on YouTube?
Really Cool Restaurant Marketing!
Real world ideas and information on the only area of your business that will make you money!
Hire me as your Chief Marketing Officer for less than $10 a day!
Call me at 877-GAMEON1 (toll free!) to discuss how we can build you a better restaurant!
Or visit us on the web at www.GetGame.Biz
A Comcast Technician Sleeping on my Couch
OK, so I'm hoping no one is vidoe taping you sleeping on the job, but then again, are you sure? What if you were video taped during your workday. Would you want it posted on YouTube?
Wednesday, June 21, 2006
2 days that could just change your life!
I always ask the question; "What are you willing to do today to become more successful tomorrow?"
Next month, on July 17th & 18th you and I will get the opportunity to work on your restaurant together and create a GamePlan for moving it to the next level! I will be conducting my first "whiteboard session"!
A "no holds barred" chance for you to get together with a couple of whiteboards, 14 other owners and operators along with myself here in Dallas to create a GamePlan for moving your business forward.
There will be no agenda other than the one you create from the areas of your operation you want to discuss over the two days. Also, since small groups accomplish more in a shorter timeframe, I am limiting it to only the first 15 people who respond. It can be you and your GM, spouse, partner, whomever.
But I will only accept 15 people. The price for the two day sesion is $299 per person. If you're a coaching client your price is only $199 I have had so many requests for this that I seriously expect the slots to be filled by the end of today. Right now, I have no plans for another one any time soon. I am just way too busy traveling the country coaching clients.
Visit the link for the sessions here!
Next month, on July 17th & 18th you and I will get the opportunity to work on your restaurant together and create a GamePlan for moving it to the next level! I will be conducting my first "whiteboard session"!
A "no holds barred" chance for you to get together with a couple of whiteboards, 14 other owners and operators along with myself here in Dallas to create a GamePlan for moving your business forward.
There will be no agenda other than the one you create from the areas of your operation you want to discuss over the two days. Also, since small groups accomplish more in a shorter timeframe, I am limiting it to only the first 15 people who respond. It can be you and your GM, spouse, partner, whomever.
But I will only accept 15 people. The price for the two day sesion is $299 per person. If you're a coaching client your price is only $199 I have had so many requests for this that I seriously expect the slots to be filled by the end of today. Right now, I have no plans for another one any time soon. I am just way too busy traveling the country coaching clients.
Visit the link for the sessions here!
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