Remember the “Where’s the Beef??” campaign? Today I’d say, “Where’s the Service??”
Service is a funny thing. So many people Want It. Too few people know What It Is. Lots of people practice What It Isn’t.
Service = what you give.
The key here is that we often mistake service for experience.
Experience = what we get.
They are vastly different and still very much related. Round and round they go. For example: if someone is shopping at a store, say for a pair of trousers, a sales person approaches (hopefully) to inquire as to how they can help. True service and servant mentality isn’t “are you finding what you want?” Servant mentality is service focused – how can one serve another. What can I help you find, what it is you are looking for today, and ‘these whatevers would be very sharp with the pair of slacks you picked out.’ It’s help at its core: service.
Experience is the result of being served. A woman walks into a bar….
She is seated or seats herself (being greeted and seated is the best service) and awaits a beertender to assist. An in-tune and well-educated tender will introduce themselves (starting a relationship), inquire as to what they may be in the mood for (making suggestions so the guest doesn’t have to do all the work herself), and also makes recommendations to complement her choices (beverage, food, both). Providing an experience is what creates a meaningful memories. Memories drive people to want to repeat their experiences, the business sees the customer again – perhaps with friends they brought along – and round it all goes.
Service Tips Today:
1. When serving the female customer, ask open-ended questions. Service inherently starts with genuine conversation (not hollow, the real stuff).
2. If she gives you a closed return comment, then give her space, let her know you’re available, check back and ensure she’s finding what she wants and needs.
3. Offer appropriate recommendations and suggestions per the conversations you are able to have with her. If she’s rather tight-lipped, simply pointing our features and specials can engage her in a professional and polite way – you’re sharing what’s new, improved, in season and available.
4. Give her space.
5. Thank her for her business and visit – whether she buys now or not. Her experience of your service will greatly affect her support of your business.
Smart service leads to a positive experience. Get it right and thrive. Get it right and she’ll help you.
Resource: Paul Paz, Waiters World is an excellent Servant Leader.