Sep 21 2007
Would YOU dare… Phone your own business on public sound system?
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At a recent seminar I challenged several of the participants to join me on stage, and use the telephone system we had previously wired into the rooms sound system, to place a call to their restaurant, just to learn exactly what their customers experience when they make that vital, first contact that set the scene for their dining experience.
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If you are cringing right now, grateful that you were not exposed to this potentially embarrassing little test, you have got picture already…
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One or two of the responses were O.K. not great but O.K. the rest were downright embarrassing for their owners to have exposed in front of their piers and opposition.
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To be fair, I offered the remaining participants in the audience, who were by now so obviously enjoying the “outing” of their opposition, the opportunity to put their business to the same test, this time I was not surprised to discover a whole new air of solemnity sweep across the audience.
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And before you blame the teams and trot out the “you just can’t get good…” clichés.
You as the owner, MUST take total responsibility for how your business is presented. If your team is not delivering the level of service you wish, only YOU can change it.
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If your team are not delivering the service you wish, it because they don’t know: why it’s important, how a customer perceives it, and exactly what it is they should be saying…
If you have this or a similar service problem, you must move quickly to establish scripts and performance systems that clearly spell out each word that must be spoken and each task that must be performed during this vital first encounter.
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The bookshops are full of “customer service” books that have sample scripts and systems that will ensure your customers experience a high level of service at each phase of their dinning experience.
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I would strongly suggest that the $30.00 investment in a book like this, will prove to be the highest performing investment you ever make.
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