excerpt:
“When plotting service strategy and delivery, too many operators, managers and trainers focus on what they should “do” for their guests. I think it’s just as instructive and illuminating to define first what not to do. In other words, do you know what you don’t know that you don’t know?So let’s take a closer look at what not to do to the guest and examine the fatal flaws of service-giving as seen through the customer’s lens. Eliminate these service blunders, and you may no longer have the need to “teach” service at all, because your customers will have a consistent experience characterized by the absence of complaints…”
source: “Key to great service is avoiding the 12 fatal flaws” by Jim Sullivan (Nation’s Restaurant News, Jul.31,2006) [free registration req.]
chavez said
new to the bizz
impressed with the advice
chavez said
hi dunno what to write
Shell Smith said
I have really enjoyed reading all your great tips (particularly the ones on customer service). I truly believe that, now a days, the best thing to set you apart is your service. I use this great company called Mindshare to help my company get feedback. It has helped us a lot, and has really opened our eyes to somethings we were doing that we weren’t aware of. Thanks again for linking to this article – it was very helpful.