Serve the placement of the Back Into Customer Service

Good service is easy to find and hard to find. Poor service
stands out from time to time, but only because it is the cream-of-the-crap.

Last week I had the opportunity to speak to the lumbermen
Merchandising Corp. annual sales meeting in Dallas. The meetings were held at the Dallas Convention Center and the hotel we stayed at was the Hyatt Regency at Reunion.

The first night I had dinner at Centennial Café on the second floor of the hotel. The food was good and the service, I refer to the server, was outstanding.

It 'was a slow night and Abdul covering half of the restaurant tables. Here are some of my observations:

1. Abdul was always smiling.

2. He was energetic.

3. He walked quickly and with purpose.

4. As soon as I sat at the table asked me for my drink order.

5. Two minutes later - was there.

6. He wrote my order which included some special diet
requests.

7. It took four minutes for bread to be served. The meal
was delivered exactly as I ordered it.

8. When the hour came, the plates were removed quickly and quietly.

9. He was there when you needed him, not when you did.

I went back to the same restaurant the next night. This time, though, the place was really hopping. I asked for a table with a light, so I could finish a good novel I was reading.

The hostess put me at a table with lots of light and front desk was right next to the podium, where he greeted all the customers. She did not move or walk fast.

He pointed to my new server that quickly disappeared into the kitchen. I never did see him for the rest of the evening - let me explain.

Abdul approached the hostess and she saw me. He said: "Welcome back". I asked if he could be my server and said it would not be possible since it was confined to his station on the side of the restaurant.

He asked for my server and I told him I was not at my desk again. Without any hesitation he asked if I would like the same glass of wine I enjoyed the night before. I was impressed and I said yes.

The hostess had her arms wrapped around the podium - what a show. I managed to get his attention and asked to be moved to the section of Abdul. She gave me her best impression of a positive sign.

Abdul grabbed the menu and they escorted me around the restaurant
another table with enough light for me to finish my book. While the entree was different, the service once again, was excellent.

The service can be awesome and terrible - and usually the people who make the difference.

The elements of good service are not instinctive and usually are the result of extensive training. Unfortunately, the servers do not get to judge the service - which is strictly up to the customers.

The reward for good service is more business. The reward for superior service is a bargain even more. It is also noted that "Profitability is the applause of a happy customer." I gave Abdul gave a big tip.

In conclusion, and in general. . .

People who walk fast to make more money than people who do not.

People who are enthusiastic, energetic, and show a little 'passion for their work also make more money than people who do not.

People who go out of their way to help and serve their customers are increasingly appreciated and valued.

One of the keys to successful selling is to help customers get what they want.

Obviously, he understood that Abdul .......