Customer service and relationship management for Building services

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everything's built on relationships first be real here's what the idea is be yourself but be your best self we hate inauen inauthentic people you know what I think you should ask every guest that leaves I I I haven't cleared this with corporate so you may need to do that but here's what I think you should ask every guest that LE corporate's having a minor corn area right now they're having a stroke at the front table but no you'll like this trust me because see I don't get to ask it but but I'm in this business and I think it should be asked here's the question will we see you again soon and wait for an answer because there's only one of three answers what's the first answer you bet we'll be back Mo be at what's the second answer maybe I mean you know this is the person that's kind of hedging it and you say well maybe what would it take to get you to come back and the third question is uhuh and if they say uhuh you got to troubleshoot it don't you you got to say why is that I I don't want to pry but man we really pride ourselves on the experience we create why why wouldn't you come back can you see how a simple question might create connection that's real instead of this happy talk you know thank you for dining with us I had a friend complained once and this woman says at the front counter says was your meal how was your how did you enjoy your meal and my friend said it sucked food was bad service was slow and the young woman looked back at her and Saidi am so sorry but they didn't teach me what to say next yeah that's inauthentic going through the motions was your meal fine no here here's the second thing be interested make it about them not about you be the least interesting person in your restaurant make it about getting the name of the kids or finding out how long they've been playing Buzz time or or how they liked why they like particular sauce but be interested number three is be knowledgeable know everything about I'm a beer guy I love beer I mean I'm a I I love beer I I digress but but my wife is suspicious so when I say hey honey let's go so and so for dinner or lunch she will say you just want to go for the beer and she's usually right but but the point is she's on to me I went to Buffalo Wild Wings in Highlands Ranch did not meet the gym but I had a young guy that was our weight person team member there and I know a lot about I mean I really do and and I was asking him about the beer see that's my test somebody doesn't know the difference between an Amber ale and an IPA or a pale ale or a pilsner or a heis and I know they're just going through the motions well this guy knew his stuff and I I'm jumping ahead but I'm just so afraid I'm going to forget to say this and my wife says to me now you got 25 Taps 25 to 30 Taps that that to me that's Nirvana right and my wife says to me before we leave we got to come back now I want you to ask ask yourself this question why does she want to come back she said this was so much fun to bring the boys do you know how rare it is to create community in our culture do you know how many parents would love to take their kids someplace where the food was familyfriendly and there was a game that engaged them and you could sit around the table and and enjoy not just a meal but some real fellowship and that astounded me that is the highest comp ment I can give you at Buffalo Wild Wings my wife knowing there's 25 Taps still wants to come back because it's a great place to spend time with a family be empathic empathy doesn't mean you feel the same way as the guest it means you understand how the guest feels there's a difference between sympathy and empathy sympathy means you feel the same way empathy is the ability to understand if a guest is unhappy you don't have to be unhappy but you got to understand why they're unhappy you don't even have to agree with why they're unhappy you just got to be able to understand it because if you resist emotion the emotion intensifies