"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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On a recent Tuesday evening, a group of us -- of varying ages, 11 total -- gathered at our neighborhood Burgerville.
Before I go any further with my story, I would like to explain that our Burgerville is not a typical fast food joint. Yes, it does serve burgers and fries, together with a variety of other selections, including seasonal foods, but along with the take out/drive through option, it also offers a sit down dining experience unlike most others. Once you have placed your order, a friendly server both brings your food to you and clears your table afterward, checking in mid-way to see if there is anything else you might need. The kitchen uses only local ingredients and environmentally sustainable practices are adhered to through-out the restaurant. Both beer and wine are available to enjoy with your meal on-site, and this establishment is extremely supportive of our local community. In turn, it has become a favorite place for many of us.
On this particular evening, our group was comfortably settled into the atrium area when we were approached by an employee of the restaurant. Apparently there was some sort of mix-up and a large group was to be in the atrium area at 6:00; it was now 5:50 pm. Were we going to be there long ... and were we perhaps inclined to move?
In all honesty, no. We were comfortable, the little ones with us were settled, happy and quiet (a very important factor to be considered). One of our group had called ahead earlier in the day to ask if she needed to let them know there was going to be a group (answer - no). However, we could also see a member of the large-group-to-be talking with this same employee and it was clear from his body language, along with something we overheard, that there was some customer bullying taking place.
Obviously, the employee was caught between a rock and a hard place. So when he approached us again, we moved ... and ended up having an absolutely lovely evening! The employee appreciated our willingness to help him out of a difficult situation, and in turn, he made sure we were well taken care of. We were set up in a space to accommodate everyone comfortably (unlike how we had sort of crammed ourselves into the atrium). Our food and service was very good and enjoyed by all, especially the ice cream sundaes.
Well done, David O'Donohue, Assistant Manager at the Salmon Creek Burgerville. You took what could have been a very unpleasant situation and with some thought and excellent customer service, made it a good evening for everyone!
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Remember...
What do you do when you find yourself between a rock and a hard place? Have you ever been the rock -- or the hard place? Keep in mind that people are going to be watching as to how you handle the matter ... not necessarily solve the problem, but deal with the issue. What is your facial expression saying? Are your eyes rolling around in your head? Are you grimacing as you approach your "rock" or "hard place"? Do you have your arms crossed in a "this is it, I'm not open to options!" type of position?
Your body language ... the words you choose ... your follow-up. They all play a part in whether or not you are going to get squished.
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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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