"Etiquette is not about being 'stuffy.' It's about putting yourself forward in the best possible way, using courtesy to others as your guide, while still allowing your own personality to shine!"
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I help individuals and businesses polish their ability to stand out among their competition.
Visit my website to see what I can do for you!
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While on vacation a few weeks ago, my family tried out a new restaurant. The food was incredible -- flavorful, excellently prepared, beautifully plated. I think it was one of the best meals we ate that week.
The service, however, left much to be desired. Once the food was delivered, we never saw our server again. There was no follow-up to see how we liked our meal or if we needed anything else, and after a day spent playing in 100+ temperatures, we were in desperate need of water refills. We finally had to ask another employee for our check; after two tries, the correct one arrived... you get the picture.
I had noticed an employee moving through-out the restaurant during our meal and because of her confidence and air of authority, I was sure she was the restaurant manager. As pleased as we were with the food, we were equally disappointed in the service, so I stopped to speak to this woman on our way out.
To my surprise, when I asked her if she was the manager, she said no, she was simply an employee. Then, to my absolute shock, she pointed to our server and said "That's the restaurant owner."
Wow. The owner?
As this woman, who I had watched offer service in a friendly, efficient manner to the tables around us, looked back at me, I could tell she KNEW we had had problems. I also knew she was between a rock and a hard place in how she would respond to me. She didn't want to criticize her employer, but at the same time, she was facing a customer who was justified in speaking up about the lack of service.
She handled it beautifully! Knowing the difficult situation she was in, and that she really had no control over anything, I told her the food was wonderful but our service had left something to be desired. She was very pleased we had enjoyed the meal, apologized for the situation, explained that it wasn't typical but due to short staffing, which was not an excuse (her words), and said she hoped we would come back and try them again.
She was personable, friendly, offered an apology but did not place blame, and left me laughing as I walked out the door. I would absolutely try them again ... this time, being sure to sit at one of her tables.
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Remember...
Words are powerful and can make or break the customer
service experience. Knowing what to say
and what to avoid is valuable information as you communicate with
others.
Your employees can have a tremendous impact on your customers / clients; as part of their training, give them the words to use.
Your clients will remember them for it!
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Please feel free to send me any of your
etiquette or customer service questions or stories!
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Jodi Blackwood
Business Etiquette & Customer Service Specialist
Speaker & Seminar Leader
"Etiquette is about polishing your approach,
not changing who you are."
mailto:jodi@jodiblackwood.com
360-798-4912
www.jodiblackwood.com
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