| Working in the service industry, it's all about the | | | | company. |
| customer relations. Who among us does not love | | | | Be sure to focus on what is in your power to do |
| our wonderful customers? Now, how can we | | | | for them, and try to avoid saying there is |
| ever have enough ways to show our customers | | | | something you are unable to do for them. If they |
| just how special they are? The more that your | | | | have a difficult or impossible request, try |
| business puts across the idea that they care | | | | suggesting the next closest thing you can do for |
| about the customer, the more that customer will | | | | them. Admit that it might not be exactly what |
| return. Whether to your restaurant, bar, hotel, | | | | they were interested in, but point out whatever |
| catering service, or any hospitality business at all. | | | | benefits you can show. A viable alternative shows |
| The simplest way to make a customer feel | | | | that their business is important to you and also |
| important is to greet them as soon as you see | | | | that you and your place of business know how to |
| them. They need to know that you are there, | | | | solve problems. |
| that you are willing to help and that you are | | | | As hard as this is going to sound, particularly if |
| available to serve them. If you have a repeat | | | | you get commissions, do not try to sell something |
| customer, learn their name and use it as soon as | | | | you know your customer doesn't need. |
| possible. I've seen people who had hardly any skill | | | | High-pressure sales are always a turn-off. If you |
| thrive in the hospitality industry simply because | | | | can politely take the loss of a sale, you may at |
| they were excellent at remembering names | | | | least leave an impression in the customer's mind |
| instantly. | | | | that if there is some way you can help them in |
| Listen to them very carefully and pay full | | | | the future, you're the right person to ask. |
| attention. Not only will they be telling you what | | | | Always thank the customer for their patronage |
| they need as they place their order or make their | | | | and invite them to come back, particularly while |
| reservation, but you will also hear and see clues | | | | offering them a business card or brochure. Letting |
| that will help you further assess their needs | | | | a customer know you look forward to seeing |
| without them having to ask. Your being attuned | | | | them again makes them feel that the transaction |
| to what they think and feel will show them that | | | | went well. |
| you really care about them as a customer. If at | | | | In an extended hospitality scenario such as a |
| all possible, read up on body language. Being | | | | banquet or reservation, after your customer's |
| perceptive of body language is almost | | | | visit, write out a small note on a postcard or |
| indistinguishable from being psychic. | | | | letterhead that lets them know you are grateful |
| Make them feel like the most important customer | | | | for the time they spent with you and that you |
| you've had all day. Answer every question | | | | appreciate their business. Writing this note |
| enthusiastically, as if it were your first time. Point | | | | immediately after the event will prevent you |
| out special sales and markdowns to them, and | | | | from forgetting about it later on. Your customer |
| offer them special discounts, as if it was a special | | | | should receive this first personalized 'thank you' |
| favor you wanted to do just for them. A skilled | | | | note within the first week or two, to keep you |
| service professional can handle a crowd of | | | | fresh in their minds. |
| customers, while making each one feel that | | | | If you are in a business that allows you |
| they're the only one there. | | | | information on customers' birthdays, keep a |
| Learn to put your real feelings aside, at least | | | | calendar of these occasions so you can send out |
| when dealing with the customer. Behind the | | | | a short birthday card to them on this date. Not |
| scenes, you can confide to your co-worker about | | | | many people receive birthday cards anymore; so |
| the bad weekend you had or rub your feet and | | | | this action will stand out and be remembered. In |
| groan to the bellhop about how they're running | | | | addition to personal birthday cards, you can also |
| your legs off out there, but in front of the | | | | send out other holiday cards as you wish. No, not |
| customer, there is no such thing as an employee | | | | an email or E-Greeting card - something in the |
| having a bad day. | | | | mail on paper. |
| A customer with a complaint should be treated as | | | | Give your customers a call about once a quarter |
| politely as any other customer. Listen to their | | | | (or more if your business demands it) to make |
| concerns, allowing them to finish speaking before | | | | sure any questions they may have or concerns |
| you begin to answer. Think "This customer had | | | | they may have are answered. You of course do |
| expectations that we have not met; how can we | | | | not want to keep the customer tied up on the |
| either meet them or clearly let the customer | | | | phone for an hour, so make the phone call brief |
| know why we can not?" Always apologize, | | | | so they know you respect their time. |
| because your business has let them down in | | | | All in all, treat your customers and customers as |
| some way, and a simple apology does go a long | | | | you think it would be nice to be treated. In a |
| way. Let them know that you understand and | | | | world where business transactions have been |
| sympathize and then do everything in your power | | | | made more and more brief and impersonal, what |
| to remedy the situation for them as soon as | | | | was once a cliche is now a novelty. Your |
| possible. Even if a customer is disappointed now, | | | | customers will appreciate your classic service |
| down the line a well-handled complaint may | | | | practices. |
| strengthen the faith they have in you and your | | | | |