It was a night to celebrate. My dear friend just became a grandfather for the first time and he wanted to treat us to our beverage of choice. Since he is Irish, we headed to the nearest Irish Pub and he ordered Guinness for everyone. We were all laughing, toasting and enjoying our friendship, when suddenly the lights that were strung above our heads came crashing down – broken glass and sparks flying everywhere. The strand landed between my two friends and it was truly a miracle, kismet, or whatever you want to call it that no one was hurt.
What amazed me, though, was the reaction of the owner. We were the only group sitting on the patio at this point, so the server calmly walked into the restaurant and called the owner. When she saw what happened, she quietly asked “are you ok?” Then, without even waiting for an answer, she started rearranging the chairs on the patio.
Wait! That’s it!!! As one friend was holding her hand to see if any glass had wedged itself under her skin, and another friend was brushing broken glass from her purse and from of her dress, the owner was moving chairs around??? Her lack of emotion and compassion still astounds me.
I wanted to scream: “Can I see your manager? I want to talk to someone who cares!” but there she was – the boss, the owner, the person in charge – and she couldn’t care less.
So this morning, as I think about how lucky we all were that no one got hurt, I find myself confused and annoyed at the lack of customer service and overall consideration that we received. Because of that, I’d like to share with you the three techniques I feature in my customer service presentation:
Clarity Character Cultivate
Understanding and practicing each of these will guarantee that your clients or customers will never suffer the lack of consideration that we did. Stay tuned next week and I’ll give you more information on each. It’s good stuff and something you can start using immediately even at home with your family.