relentlessPR

Client service excellence is in the eye of the beholder. What one client sees as great, another regards as average or even unnecessary. Here’s a simple illustration of that point to which we can all relate.

You’re in a fine dining restaurant enjoying a quiet dinner for two. One of you has finished your dinner before the other. Depending on the philosophy of the restaurant and the way the waiter was trained, one of three scenarios will unfold. Waiter 1, to prove he’s being attentive and certain you do not want an empty plate in front of you, will ask if you are finished and remove your plate from the table. Waiter 2 will not attempt to take plates from the table until both of you appear to be finished eating (My preference by the way). Waiter 3 will respond as Waiter 1, but will ask you a different question. Waiter 3 will ask, “May I take your plate for you?” offering you the opportunity to either have your plate taken away immediately or both together.

Waiter 1 is well intended. He’s doing as he’s been trained and will not take my plate until he’s asked if I’ve finished my meal. The awkward moment comes when the waiter attempts to physically remove my plate from the table. I’ll offer him a subtle hand signal that clearly means don’t, not yet. A look of confusion comes over the waiter’s face. He’s thinking: Why wouldn’t he want the plate taken away? What will my boss say if he walks by and sees an empty plate in front of this customer?

While I may prefer the way Waiter 2 was trained, there are other customers who would get annoyed at having an empty plate sitting in front of them. Waiter 3 not only asks the customer’s preference, but he asks the right question. In my book, he’s covered with his customer and his boss by offering service specific to the individual.

If there were a set formula for how to meet the needs of all clients, client service wouldn’t be nearly as challenging. While this was obviously a simple illustration, it highlights the importance of understanding your client’s preferences on a broad range of issues. Asking the right questions and offering service specific to each client can mean the difference between a good relationship and a great one.