Real World Story: I was late for breakfast. The morning meal service ended at 9:30, and the time now was 9:25. I raced down to the restaurant and crossed the threshold at 9:26. I was expecting to be greeted by the restaurant staff with a heavy sigh and an attitude that I was bothering them. On the contrary! A staffmember who looked almost pleased that I had arrived greeted me with a huge smile. He slowly walked me to my table – not rushing and obviously giving me time to compose myself, explained the buffet format, and even arranged for a cook to come out and prepare an omelet for me. The staffer made me feel welcomed and special. Even the waitress, who noticed my late arrival, quickly brought me coffee in a special full carafe should I run out faster than she could refill it. I was shocked and surprised by this wonderful service.
Naturally, I had to find out what was going on, so I pulled the first employee to the side. It turned out that he was the restaurant manager, JP Senuta, at this Doubletree in Overland Park, KS, where I was staying. When I asked him how he and his staff had developed such great and consistent customer service skills, he shared the following tips.
Strategies that Turn it Around:
Remember: When employees are recognized publicly and regularly for the positive things they do, they will enjoy coming to work and will continue to go above and beyond in delivering exceptional service to your customers.