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Casual Articles - Top Consultant Says Listening Problems Cost Restaurants Billions
The new buzz-word in the Auto Industry for customer service is; Right-Selling, your customer. In other words do not sell your customer something they do not need or up-sell them into oblivion. The problem starts industry consultants continually talk about; dollars per customer sale.In other words how much money di
(2) I don’t have time for dessert, nor the desire to reinforce a server whose skills are lacking, by ordering more.
(3) The server’s tips suffer. My rule of thumb is it’s a buck-an-error, if I’m having di
Is anyone surprised that this is where I chose to begin my monthly newsletters? The concept of "You win with people" is the basic premise that I have built my entire management and leadership style around. The quote and original concept was presented to me in high school when I read a book of the same name written by the
“I’ll have a Diet Coke, no ice, and a slice of lime, please.”
About five minutes later, our drinks arrive.
Mine has ice, and there’s no lime.
I may as well take a sip anyway; I’m parched.
Hey, that’s too sweet to be a Diet Coke. I’ll bet she gave me the regular brew.
It’s amazing that a restaurant’s server can make three errors when handling a simple soft drink order, but it happens to me all the time.
Before you blame me for my misfortunes, thinking I mumble or something, I must tell you I’ve tried everything to help servers to get it right, from speaking S-L-O-W-L-Y to repeating the phrase before they scurry away:
“Again, that’s a Diet Coke, no ice, and a slice of lime, please.”
Still, more than 50% of the time I get either ice or a bright yellow LEMON, instead of the lime.
I’ll even resort to redundancy: “I’ll have a Diet Coke, no ice, and a slice of GREEN lime, please.”
Once, a savvy waiter caught this and replied: “I thought limes only come in green!”
Then, I regaled him with the back story about how often his colleagues get it wrong, thinking lemons and limes are interchangeable. He smiled and nodded, knowingly.
What are the results of these errors?
(1) I send back the defective cola. This wastes everybody’s time, preventing the server from promptly assisting everyone at her station.
(2) I don’t have time for dessert, nor the desire to reinforce a server whose skills are lacking, by ordering more.
(3) The server’s tips suffer. My rule of thumb is it’s a buck-an-error, if I’m having di
The field of radiologic (x-ray) technology offers an excellent career option to those interested in the allied health field. An x-ray technician, or radiologic technologist, is the individual responsible for performing diagnostic x-ray procedures in hospitals, physician offices, and outpatient imaging centers.The
It’s amazing that a restaurant’s server can make three errors when handling a simple soft drink order, but it happens to me all the time.
Before you blame me for my misfortunes, thinking I mumble or something, I must tell you I’ve tried everything to help servers to get it right, from speaking S-L-O-W-L-Y to repeating the phrase before they scurry away:
“Again, that’s a Diet Coke, no ice, and a slice of lime, please.”
Still, more than 50% of the time I get either ice or a bright yellow LEMON, instead of the lime.
I’ll even resort to redundancy: “I’ll have a Diet Coke, no ice, and a slice of GREEN lime, please.”
Once, a savvy waiter caught this and replied: “I thought limes only come in green!”
Then, I regaled him with the back story about how often his colleagues get it wrong, thinking lemons and limes are interchangeable. He smiled and nodded, knowingly.
What are the results of these errors?
(1) I send back the defective cola. This wastes everybody’s time, preventing the server from promptly assisting everyone at her station.
(2) I don’t have time for dessert, nor the desire to reinforce a server whose skills are lacking, by ordering more.
(3) The server’s tips suffer. My rule of thumb is it’s a buck-an-error, if I’m having di
For many people the thought of finding an ideal overseas assignment and then relocating abroad for a few years is a dream.For a few people that dream actually becomes a reality.So what’s the difference between those who dream about making it happen and those who actually find work abroad and experience a wh
“Again, that’s a Diet Coke, no ice, and a slice of lime, please.”
Still, more than 50% of the time I get either ice or a bright yellow LEMON, instead of the lime.
I’ll even resort to redundancy: “I’ll have a Diet Coke, no ice, and a slice of GREEN lime, please.”
Once, a savvy waiter caught this and replied: “I thought limes only come in green!”
Then, I regaled him with the back story about how often his colleagues get it wrong, thinking lemons and limes are interchangeable. He smiled and nodded, knowingly.
What are the results of these errors?
(1) I send back the defective cola. This wastes everybody’s time, preventing the server from promptly assisting everyone at her station.
(2) I don’t have time for dessert, nor the desire to reinforce a server whose skills are lacking, by ordering more.
(3) The server’s tips suffer. My rule of thumb is it’s a buck-an-error, if I’m having di
Everyone wants to make a lot of money and help people. Many also do not want to be stuck inside the same office environment every working day. A sales career will be one of the best occupations to achieve all this. So it sometimes amazes me on the high number of people, especially recent university or college graduate
Once, a savvy waiter caught this and replied: “I thought limes only come in green!”
Then, I regaled him with the back story about how often his colleagues get it wrong, thinking lemons and limes are interchangeable. He smiled and nodded, knowingly.
What are the results of these errors?
(1) I send back the defective cola. This wastes everybody’s time, preventing the server from promptly assisting everyone at her station.
(2) I don’t have time for dessert, nor the desire to reinforce a server whose skills are lacking, by ordering more.
(3) The server’s tips suffer. My rule of thumb is it’s a buck-an-error, if I’m having di
Hiring the expertise of a vested business broker is a good strategy, especially when doing business. If you are thinking of buying or selling your business, the foremost thought on your mind is, of course, how you will be able to optimize your sale or purchase. Getting the services of a reliable and knowledgeable vested
(2) I don’t have time for dessert, nor the desire to reinforce a server whose skills are lacking, by ordering more.
(3) The server’s tips suffer. My rule of thumb is it’s a buck-an-error, if I’m having dinner. Some waiters have lost five-spots this way. They earn less, quit more, restaurants have to recruit and train replacements, and more productivity and money are lost.
(4) They don’t just blow it with Cokes. When my medium-rare steak is delivered, burnt, it goes back, and that is a pure loss for the establishment. Plus avoidable costs like these are reflected in higher prices for customers. We eat out less often.
(5) Everyone grows irritated. Servers blame customers for their own errors, becoming visibly defensive. If I’m going to encounter an upset waiter in the future, I’ll take my business elsewhere. Again, more losses for everyone.
The amount of money these listening errors costs cannot be known, down to the penny, but it has to amount to billions of dollars each year.
Wouldn’t it be cheaper and more pleasant for the restaurant industry to teach servers how to listen?
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