by Tech Support | Mar 23, 2011 | Sales
Yes you read that right. I have had the great fortune to experience a lot of Louisiana in the last several weeks. And while there are many things to share I just couldn’t pass up telling you about a GREAT service moment. Honestly it happened in an instant, and is so representative of how easy great guest service can be.
It’s awkward for me to tell you this story because I have to admit that one of those cars in the daiquiri drive through line is me. Let me explain: I was finished working and was merely sharing a cultural experience with my newest trainer – and NO I didn’t drink and drive. They have rules. Your straw can’t go into the cup until you get to where you are going! Seriously, that’s how it works. I know all my friends in the north are now grabbing their loved ones up so they can move to Louisiana.
Anyway, I digress. I young woman was approaching each car in line and as she came to my car, I just didn’t really know what to do. They must have had 40 choices and I was overwhelmed to say the least. Laura was also out of the car taking pictures so I didn’t know what she wanted. Our waitress was very polite and said I could see the sign better in a second and she’d come back. She did and helped us decide on two delicious drinks – just one for each! Mine was an amoretto something that tasted like homemade ice cream and Laura had the classic strawberry daiquiri.
The gal who waited on us, also served us through the window and here’s the GREAT service moment …
She seemed so genuine in making sure we were happy with our drinks. Insisted that we taste them. Okay, I guess I did drink a little in the car (but I wasn’t driving!). Then, she looks us in the eye and says, “Hey, you all should come back. We have pool and good food inside and I would really enjoy getting to serve you. I work every Saturday.” I thought that was a GREAT invitation to return. It was personal. I felt like she meant it. I don’t think she owned the place but is the kind of employee who takes ownership and pride in her job. I’ve said it before and I’ll say it again, people simply desire a sincere invitation to purchase! Have you invited someone to return to your facility? Have you genuinely offered to be of service to another? Try it. Whether you sell daiquiris, food, bowling, skating, cosmetics, or widgets, be sincere in your invitation and ask others to buy your stuff!
by Tech Support | Mar 2, 2011 | Sales
I’m at the Pizza Show this week and what a fun experience. I’m hoping to come away with only three or four extra pounds and a whole lot of new friends! Well, I would actually love to lose the pounds and only gain the friends but it’s VERY difficult to walk to the restroom and bypass the wonderful tastes and smells that permeate the show floor!
Here’s what I’ve learned this week, and I’ll be brief: Even when you are running from here to there something is to be learned. I have a friend who says when you are open to it the “gifts” will come. I think that is a great way to think. We are multi-blessed at TrainerTainment to be VERY busy. I know that in the FEC world we would refer to the kind of activity my company is involved in right now as “being slammed,” “in the weeds,” “busier than a one-legged man in a butt kickin’ contest” … you get my drift. All of those sayings sound kind of negative to me. On Sunday I was pretty wiped and was definitely feeling all of those sayings. I got up at 4 a.m. on Monday morning to catch the 6:35 a.m. flight to Vegas to the Pizza Expo. I was really wondering how I would find the energy to do everything that needs to be done this week.
And then, the gifts came. I took my seat-in first class (gift # 1). When my seatmate got ready to sit down he slid in. I always prefer the aisle and I had my aisle seat on Monday morning (gift #2). I ask my seatmate if he would like me to put his bag up in the overhead; he thought that was nice but kept his bag. This flight had wi-fi and he, like me, wanted to be able to get to his computer. I was really glad there was wi-fi on the plane; my original plan was to work while I was in the air. I’ll count that as (gift # 3) but I didn’t even use the wi-fi. You’ll see why in a minute.
And then it happened … the best gift of all. I know you will find this hard to believe but I rarely visit with the person sitting next me on the plane. This day was different. Believe it or not, I did not start the conversation. This guy was in a chatty mood. I didn’t mind. I ask him if he was headed to Vegas for business or pleasure. He said business. I ask what he did and he said he was an entertainer. Oh this was getting exciting. I guess I’m just goofy about celebrities. I ask him where he was performing and he asked me if I knew where the Wynn was. I’m sure I blushed then because I realized he must be someone famous. As a matter of fact I said, “Oh, I should know who you are, you must be famous.” He said, “Apparently not.” We laughed and spent much of the rest of the flight laughing.
This neat man (gift #4) was David Ahearn, http://www.fourdayweekend.com, a comedian and improve genius of some stature. I had such a great time. We talked about our children, books, training, and entertaining. I did not get the computer out. I stayed present and in the moment. I gained so much needed energy and it was a fantastic start to my Monday!
Pay attention to what’s going on around you. Even in those “slammed” moments there are great gifts that are available to those who are watching.
I hope you have a wonderful weekend and as spring break approaches encourage your team and create the kind of energy and excitement that will help your staff and guests know that your place is the place to be!
