Category:

Service 101

August 31 / inside restaurants

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Most businesses don’t have the time or money to teach their staff what true hospitality is. Instead of investing in teaching compassion and genuine hospitality, most restaurants and retailers invest their time and money in teaching their teams how to recite a finely-tuned script for making friendly and efficient sales.

Rare are the shop keepers and restaurant employees who craft their language to suit the buying needs of their particular customer. Instead, it’s “what can I get for you” or “are you ready to order?” Rather than take the time to share stories of how customers were won over or made regulars through a few key exchanges, businesses focus on encouraging number of sales per hour, check averages, and a high score on a secret shopper report.

The problem is, the more we focus on speeding things up, the more we lose an important part of building business: connection.

Read MoreService 101: The Language of Service

February 14 / Business