Service Isn't Satisfaction!
Posted by Dr. Gary S. Goodman
Think about the last time you enjoyed a romantic dinner out with someone special. If you can recall the waiters face, you probably received too much service. When we are in the thrall of a loved ones company, we dont need or want a server to be a lively personality. When we want to dine and shine, we dont want some interloper stealing our spotlight. In fact, we want waiters to be there when we need them, but otherwise, they should be non-intrusive. Theyre a necessary evil, not the life of the party. But, of course, some waitersand their restaurantsdont get it. Theyre serving a lot of meals, but are they serving the overall interests of their clients or themselves? Sadly, the more they think theyre serving, the less satisfied we become with the overall experience. We see this a great deal in Southern California, where the stereotype says that every waiter is really an actor or a screenwriter on the make. They want to make an impression, to stand out, when they should stand down. Supposedly, theyre in the business of assisting romance and providing a pleasant experience for us. But the way they operate, its all about THEM, really, and we know it and resent it. They equate great service with hovering and interrupting you, mid-bite, to see if everything is ok. Theyre stuck, focusing on their actions and not on the results or effects of their actions. Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone and Monitoring, Measuring & Managing Customer Service, and the audio program, "The Law of Large Numbers: How To Make Success Inevitable," published by Nightingale-Conant. He is a frequent guest on radio and television, worldwide. A Ph.D. from USC's Annenberg School, a Loyola lawyer, and an MBA from the Peter F. Drucker School at Claremont Graduate University, Gary offers programs through UCLA Extension and numerous universities, trade associations, and other organizations from Santa Monica to South Africa. He holds the rank of Shodan, 1st Degree Black Belt in Kenpo Karate. He is headquartered in Glendale, California, and he can be reached at (818) 243-7338 or at: gary@customersatisfaction.com. For information about coaching, consulting, training, books, videos and audios, please go to =>http://www.customersatisfaction.com
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