What do people feel when they walk into your business?

For many years, I was in the restaurant/hospitality business.  I had a great mentor who taught me how to read a business (one that provides a service) in a relatively short amount of time.

Let me unpack this further:

You are going out with your family, loved ones, significant other, etc., and you all walk in the door of one of your favorite restaurants.  They are absolutely slammed with a line out the door.  

And…. the following happens: 

·         Your entire party is greeted within a minute or less by a nod from the front manager acknowledging your arrival, and they will be with you momentarily.

·         The Host/hostess thanks you all for coming in and asks if you prefer to wait in the lounge for your table and asks what drinks you would like

·         They give you an expected time frame for your party to be seated – you are seated 5 minutes earlier than expected.

·         Your server politely greets you and welcomes you all in – asking if you have a tab at the bar that needs to be transferred to your bill or would you like to keep them separate

·         Server then proceeds to ask if you are aware of the specials for the evening –

·         Meal is hot and served in a reasonable amount of time –

·         The food is very good but not great – the server remembers even the smallest details.

·         Yet, you all leave and say you will be back again – had a great time!

So, what made this so great?  Of course, it was the way you were taken care of! 

Sounds so simple, yet so few are able to deliver an exceptional and personalized service. 

Don’t believe me?  - I challenge you to really take note next time you seek out a service – How did they do and make you feel?

It is a huge opportunity for those that genuinely deliver exceptional experiences along with their service.  Yes, it requires extra effort and attention to detail, but it is so worth it. 

One of the biggest benefits is that it is massively contagious to all within your organization.  Who doesn’t like to be known for going the extra mile and being exceptional enough to deliver on it, consistently.

How do you stack up? 

If this resonates with you, and you feel you are stuck or struggling to deliver, I invite you to reach out to visit with me.  I am happy to help.

I would love to hear back about the times you received exceptional service.

Lead with Purpose and Vision