Is Your Customer Service Too Well Done?
I recently took a friend to a restaurant known for having great burgers. When our lunch was delivered to the table, I cut into my burger and it was well done. In my taste spectrum a well done burger is not done well! I realized that I had not told the server that I preferred medium rare but also was then conscious of the fact that our server had never asked us how we wanted our burgers prepared.
I called the server over to the table and told him I was sorry that I had not told him of my preference but pointed out that he had failed to ask. His response was astonishing to me. In a very nice reply he informed me that management had told the servers not to ask and to prepare all burgers medium well. When I asked why he said that management thought this would speed up the orders and decrease confusion in the kitchen.
Now I have to admit, it is at times like this that I feel most needed as a customer service speaker and consultant! What in heavens name was management thinking implementing a policy sure to displease half of their customers?! Unfortunately this restaurant is not alone. They may be the only restaurant in history to tell the servers not to ask customers how they want their burgers cooked, but they are not the first company or industry to fail to offer customization of service.
What about the company that decides to only offer only telephone support when customers want to be able to access support on their smart phone. Or how about the bank that requires customers to come in to deposit checks instead of taking a picture of the image? The list could go on and on…
How we inform customers of the choices available to them is also critical. Many of us have seen a graphic on a menu in a restaurant that identifies cooking temperatures and how to order based on preferences such as the one shown here. While the customer who is an audio learner may do well listening to verbal offerings, customers who are visual learners benefit from anything we can put in front of their eyes. Once again, customization of the service experience is key to customer satisfaction.
Customer service is not just cross selling fries with the burger. It is indeed asking which burger you prefer (the Mushroom Swiss or the All American) and then asking how you would like it prepared.
Don’t let ease of process ever overrule a customized service experience in your business. Today’s consumers want service their way in the channel of their choice! What are the choices available to your consumers and how are they presented? Take a moment today to examine the lesson from this customer service close encounter and remember… your next common sense customer service lesson may be as close as the restaurant down the street!
Blogs By Teresa Allen
More Customer Service / Sales Blogs
- Becoming a Master Influencer, with Leadership Speaker Joseph Grenny
By Joseph Grenny
Leadership speaker Joseph Grenny uses his cutting edge research on leadership practices, influence, and human behavior to boost business productivity and foster high performing work environments. The ... more...
- Becoming a Successful Salesperson, with Sales Keynote Speaker Shawna Suckow
By Shawna Suckow
Ranked among the top women speakers in business, sales keynote speaker Shawna Suckow uses her 20 years of expertise as a million-dollar B2B Buyer to help sales professionals and business leaders bette... more...
- Harnessing the Power of Consumer Trends, with Futurist Speaker Daniel Levine
By Daniel Levine
One of the world’s leading trends analysts, consumer trends keynote speaker, Daniel Levine heads an international team of over 9,000 trend spotters who research and chronicle the latest ideas, produ... more...
- Transforming Your Business through Practice Management, with Sales Speaker Duncan MacPherson
By Duncan MacPherson
A professional branding and client acquisition expert, sales and marketing speaker Duncan MacPherson has been coaching financial professionals for over 20 years. His company Pareto Systems is at the f... more...
- Building a Culture of World-Class Service, with Customer Service Speaker Dennis Snow
By Dennis Snow
Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. Today he is a full-time customer service speaker, trainer and consultant who helps organizations... more...
- Maximizing your Millennial ROI, with Keynote Speaker Aaron McDaniel
By Aaron McDaniel
Millennial speaker Aaron McDaniel delivers timely "aha moments" and viable solutions on how to bridge generational gaps in the workplace and marketplace. Drawing from his own experience as a Millenni... more...
- The Future of Work, with Jacob Morgan
By Jacob Morgan
Jacob Morgan is moving companies forward by helping them adapt to the changing world of work. He guides companies in revamping their approach to talent management, the physical workplace, and culture ... more...