Customer Relationship and Maintenance: If you have the right mentality, business will come
[
](https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEihB2s8TRiZKAUkFoPC0_G9lsQwd4PRt5H_n2fCz9AW-3PQCknhcoCKOsT1tDLA4ECpKgXJfXm0Z zGA7qPt9n1uAUHbH6hXp2EvQ1v-vhvWXe-9nbqLQQqpRvgCwu8Iyjom3vTJTVes1LHU/s 1600/%25E9%25A1%25A7%25E5%25AE%25A2%25E9%2597%259C%25E4%25BF%2582.jpg)
[This article](https://www.facebook.com/photo.php?fbid=1523018501052474&set=a.165528416801496.32076.100000330168919&typ e=3&theater) The author is Liao Guixiang, who has served in the hotel and catering industry for more than 25 years and has many years of practical experience in catering services, customer relationship management, education and training and other fields. Thank you for your permission to publish. I would like to express my gratitude.
Ms. Lin, who works as a special assistant in a company, talked to me about how the company recently chose to hold events in restaurants. She recalled the last time she went to a restaurant in Taipei to make a reservation, but the restaurant manager’s reaction made her feel uncomfortable. After reviewing it, I feel that service attitude is very important and may affect some of consumers’ decisions.
Let’s start from the beginning. Through a friend’s introduction, the restaurant learned that Ms. Lin was coming to make a reservation for an event. This was originally a good thing. However, because the manager was afraid that Ms. Lin would use their friendship to ask the store for discounts or offers, he sent a relatively junior front-line employee, Ms. Chen, to introduce the restaurant’s project to Ms. Lin first.
Who knew that the receptionist had no expression on his face and just explained the plan according to the script. After hearing this, Ms. Lin was a little confused and immediately asked Ms. Chen for advice, because several of her colleagues were allergic to seafood and wanted to know if there were other dishes in the restaurant that could be substituted? Unexpectedly, the restaurant receptionist opened his eyes wide and showed hesitation after hearing the news.
After a few seconds, she slowly looked at Ms. Lin and said, “Uh, I need to ask the manager about this?” As you can imagine, for every question Ms. Lin asked, she said she wanted to ask the manager, and she couldn’t provide a satisfactory answer.
Ms. Lin felt that this kind of question and answer was futile and inefficient. Later, she went to another restaurant she was familiar with to inquire. As a result, as soon as I mentioned to the person in charge that I wanted to hold an event, the manager of this restaurant immediately enthusiastically and actively introduced various options, and immediately promised that the seafood could be replaced with different dishes. Even when she was about to leave the restaurant, the manager enthusiastically asked if she could come by car? If so, you can help Ms. Lin with degaussing service, so that she can feel that the restaurant’s attitude is friendly and positive, and she can also feel reassured.
When Ms. Lin started to choose which restaurant to host the event, she couldn’t help but recall the first restaurant she visited. In fact, Ms. Chen saw the parking ticket in her hand, but did not take the initiative to care or provide services. Instead, she asked Ms. Lin herself how to pay or cancel the parking ticket? When she thought about the slow movements of the reception staff, she couldn’t feel the enthusiasm for service at all. It was obvious that the restaurant’s style was a bit passive, and even the grassroots employees had to ask for instructions from above. She couldn’t help but feel a little disappointed.
It is conceivable that Ms. Lin finally decided to hold the event at a second restaurant. In fact, looking at this case, it is not difficult to see that the “correct attitude” of service staff can not only influence the motivation of customers to choose to consume, but also directly affect customer satisfaction.
Looking back on the past service process coaching and training for the catering industry, I would repeatedly tell the students: they should be proactive and proactive in detecting customer needs, and should not have preconceived notions. Don’t think that every customer is an “outdoor customer” who only comes to ask for discounts or benefits. Instead, you need to face every customer with empathy.
── Judging from the case encountered by Ms. Lin, even if the manager of the first restaurant has no authorization at all, Ms. Chen, as a front-line staff, must provide services based on professional training and instinct when facing problems. Do not give up the opportunity of service too quickly, or show an expression or attitude that cannot solve customer problems.
You know, even some unintentional body movements may affect the customer’s current feelings, and even cause the customer’s trust relationship with the restaurant to be greatly reduced. If you do this, you will inevitably miss out on good opportunities, or even lose more than you gain!
[Jack Ma](https://www.facebook.com/read.life/photos/a.10150140159875057.398453.403142035056/1015276340285 5057/?type=3&theater) once said: “Smartness is the natural enemy of the wise. Fools speak with their mouths, smart people speak with their heads, and wise people speak with their hearts. So always remember, don’t regard yourself as the smartest. The smartest people believe that there are always others smarter than themselves.”
Overall, service attitude is really important. Whether there is good intentions or not, both the operator and the customer can feel it. Although operators have cost considerations and pressures, if they can think about it from another angle, they might as well discuss the entire service process internally, proactively propose service plans, and then set reasonable service permissions so that customers can fully feel the sincerity of the service. When the problem is solved, customers can trust you to provide services.
★ Photo Credit: unsplash.com
[
