Have you ever been to a restaurant where you got really good service? It’s always so awesome when you experience that. But what about a restaurant that had really good food, but horrible service? We just experienced that…
I know you’re probably thinking, "Who cares if you just had a bad experience at a restaurant?! Why does that matter to me?" Just hold on a minute! You’ve GOT to keep reading, because what I’m about to share with you totally applies to your work life and your home life. There is a very powerful piece of wisdom in the story I’m about to tell you.
So it was right after the last First Steps to Success. Traditionally, after this mom has been speaking for 3 days and 2 nights, I don’t cook on my first day back, and neither do the kids, because they worked the whole weekend as well. So we went out to dinner that night. The kids voted on this little Italian restaurant in town that is run by a Sicilian guy. He ships in all of his sausage and cheeses from Sicily, and it’s all really good food. Mmmm, the calzone! I love a good calzone! The ricotta cheese, fresh sausage, fresh mozzarella, fresh dough… MAN, I wish you could taste it right now… But back to the story…
What this guy has done is really sad. It’s great food and the restaurant is in a great location, on the main street in our town. But he has never done anything to improve the building. The atmosphere of this restaurant is kinda like one of those old diners with paneled walls, cruddy blinds, and vinyl red and white checkered tablecloths. He has excellent food, but he has not created an environment for his patrons to enjoy and to relax and really experience this great Italian food.
What does this have to do with you? You’ve really got to look at your home or office and look at the kind of environment you have created, because your environment determines so much. It really determines the value that is perceived out in the marketplace.
See, if this guy chose a different building, or if he just fixed up the building he’s in now… If he just decorated his restaurant and made it look nice, the whole experience would have been just that much better!
But that’s not even the biggest thing. Let me tell you about his staff…
So we sat down at this restaurant, and the waitress never once made eye contact with us. She stood at one corner of the table where Hans and myself, as well as our 3 boys and a couple extras were sitting. She literally tossed the silverware (wrapped in a napkin) down the table to each of us. This is total laziness, by the way! She said, "Hey everybody, what can I get you to drink?" She was totally rushed the whole time.
When she came to take our order, she stood at one corner of the table and said, "Next order please… Next order please…" as we each gave our order. She didn’t come to each of us and make eye contact and say, "What can I get you today?" No, she stood at the end of the table, never even looking up at us, saying, "Next order please…" I felt like we were at McDonalds! That’s what you’d expect there. If I wanted to be treated like just another number, I would have gone to McDonalds.
Her lack of people skills created an environment that really caused me to not want to go back to this restaurant. It had actually been a year since my last visit. Sure, the food is excellent, but the quality of the service is just terrible!
Which skillset separates success from failure?
Every successful person I’ve ever encountered has had this one thing in common: They have a profound level of people skills. The kind of people skills that attract all kinds of people, almost like a human magnet. NO ONE should go through life without developing their people skills, but most people are not even willing to begin learning. Is your lack of people skills holding you back? If so, then what are you waiting for? Click here to get started!
If this guy had invested into fixing the place up and making the quality of the atmosphere match the quality of his food, he would be doing so much better than he is right now. But even more importantly, he needs to train his staff to honor every customer that comes through the door. He needs to train his staff to make eye contact and to really serve people instead of treating people like they’re at Denny’s or McDonalds. He needs to train his staff to create an environment that makes people want to come back there. Because only then will he attract customers for life!
I’m sure this guy is probably blaming the economy for his lack of customers, but in all reality, he is not taking ownership of his restaurant, and he is not training his staff. So he ends up with the bottom of the barrel type of employee, working in a bottom of the barrel type of restaurant. Therefore, he will never make the kind of money that I’m sure he desires to make.
So make sure you train up your staff with excellent people skills and excellent service skills. Make sure they smile at your customers and make eye contact. Make sure they create an environment that makes your customers want to come back again. And for goodness sake, do not let them throw silverware across the table! Give me a break!
How does this apply in your home, in your workplace, in your business? I’m sure you can find a way! How are you serving the people in your home? How are you training up your kids to serve each other in your home? How are you serving the people in your office? What is your personal environment around your desk right now? What is your personal appearance like when you go to work? Are you clean-shaven? Sharply dressed? Ladies, is your hair in a messy bun? How you present yourself affects your environment big time. So what kind of value are you projecting everywhere you go?
Listen, you and I both know that we are in a failing economy. You and I both know that people are suffering right now. And what are they doing? Probably the same thing this restaurant owner is doing – "Oh, the economy is so bad! That’s why my business isn’t doing well!" It’s time for a lot of people to look in the mirror! So go ahead and spread this message!
Could you imagine if we continued to spread this message and people really learned how to serve their customers, succeed in their jobs, succeed in their businesses? We will be the ones who will change this economy! People like you and me who are spreading this message together. We can’t wait for somebody else from the top to do this. It’s gotta be we the people!
So share this post with your friends, family, co-workers, and business partners. Somebody you know is going to read this message and make changes that will make a huge impact in their lives and those around them. And it will all be because you shared this with them. And please also share this on Facebook and Twitter. You may even want to print it out and pass it around your office today, or read it at the dinner table with your family tonight.
And please leave your comments here! I really love seeing what you have to say about the Daily Fix messages you receive. Please let me know what you think about today’s message, and if this is helping you at all.
Thank you for being part of our incredible community. God bless you and I’ll talk to you tomorrow!
In great faith,
Hi! You know I just recieved this message as I was actually writing my business plan for a great restaurant idea we have had for Helsinki – Finland. I was amazed to receive it as just then I was thinking about the decor, so I’m compelled to write! I’m in the hospitality industry and I have to say BOTH these topics are massively important to financial success, as well as creating confidence with your customers. The way I see it – treat others as you would want to be treated yourself. Going for a meal is often or not a really special occasion for people. When I have customers I go 150 percent to go that extra mile, even from placing the napkins on their laps, when the restaurant may not have that policy. My advice to anyone in this industry is when you have a customers, and you are serving them- they are your top priority at that moment! Give your best to them, and if it goes wrong, atleast you know that you have 150 percent to these people.
Also decor – well my restaurant will be vividly stunning. Experience dining is the rage right now. Customers want to see, touch, smell and taste! Make your home stunning and use colours and effects, it makes people want to come back! And add a little bit of soul to it and you win the prize every time
Michael peace and happiness to all
Dear Dani,
Many blessings to you and your family. My wife and I are missionaries and pastors in Lima, Peru. Just LAST NIGHT I was teaching our staff of volunteers what you’ve shared in this article! Powerful! These are principles that will work! Creating the right environment, making people feel special, even loved, will make them want to come back again and again!
Do you have any of your material in Spanish? My staff would be very blessed by your teachings!
Thank you for letting God use you!
From Peru,
Adam Fowler
Missionary
Hi Danny,
This article is an eye opener for alot of people. I work with people day in day out, and the simple things like a smile or a pleasant rapport go along way. I try to lead by example, but it can get a little depressing when senior mangement dont have people skills and just dont get it!!!!!!
Hi Dani,
This daily fix was definitely what I needed to hear. I actually wrote down the questions you asked in your daily fix and began to answer them. For example, looking at my environment around me? I was reading your your email while in my lunch break at work. So I looked at my desk and realised it was quite messy, and I thought to myself, what kind of picture am I giving off here. This message really hit home!!!!!!!!!!! and has also made me realise my attitude has been “I can’t be bother”, which has defintely affected my environment around me, and especially in my home too. Thanks Dani, It’s made me realise it’s time for me to make some changes now.
Hey Dani!
It’s the little things that make the BIG difference. The restaurant owner had the BIG things mastered the good food. This article made me stop and think of not only what kind of atmosphere do we create for our clients but what kind of atmosphere do we create for ourselves? Thanks for the insight!
Thank you, Dani, for this post. To me, I relate your admonitions to myself first. My outward life is a reflection of the spirit that is within me. When I interact with people, it is important to me that they feel like they have been enriched (blessed) by the Spirit of God living within me. When they are happy and experiencing a loving attitude from me, they are encouraged to smile and want more of it (don’t we all!) When this is the atmosphere, people will pay dearly just for the experience; and they will also be less critical of the “food”
I wholeheartedly agree. It is not only true for restaurants, it’s true for stores, businesses and even homes. Even at home I keep coaching my family to SET the table, not just throw the things on the table. It is about caring enough to make a difference, it’s about being mindful and on purpose. Ultimately, I believe it is about respect. And, of course, if we take care of the small things in life, we will be blessed with more! Thank you, Dani. Great way to start the day!
I am working in a restaurant and totally agree with what you have to say. Appearance and eye contact and smile is so important. Our cashier sometimes comes to work with her hair all bedraggled and it does not pick me up and I am sure it does the same to customers and other coworkers. She’s suppose to be a representative to the union too and it is hard to respect a person that does not take care of themselves in appearance plus attitude is bully attitude. I say you get more with honey than vinegar.
HI Dani
Sounds like a prime candidate for “Restaurant Makeover”. Since you love the food so well maybe you should send the owner a copy of your post complete with how he can look it up on the internet. Don’t we all like to go to restaurants with good food, but then again stay away because the service totally stressed us out. Not a good combination to really enjoy the food. It must have been really good as the frustration could have hampered your opinion of the food quite easily.
But definitely something everyone should really consider in any kind of business. There is so much on TV about this, you would think that somewhere along the line the brick and mortar businesses would get the overall picture of things.
Mary
Hello Dani, what a great article and from the responses, you aren’t the only one who has experienced this. I take it one step further. If I receive mediocre to poor service, I seek out a manager or the owner and express my concerns in a polite and professional way. By the same token, when I receive exceptional service, I do the same. A manager/owner should know what affects his business and the staff that he has is a very important aspect of his business. I also try to get to know the server, get her/his name (and say it often) and maybe find out a little bit about them. It doesn’t have to be much information, but when they feel that you are genuinely interested in them, they may provide you with a little bit better service. I also encourage eye contact by talking to them and asking a question. They will generally look at you then. I also compliment the server and thank them for doing a great job (if they did) and how I appreciated their attention. While we can be quick to criticize, we may not know what that server is going through, and maybe that kind word may be the encouragement that he/she is looking for. Thank You.
Service is number one. Anyone sell a product. No one can sell service. Service must be given away. It attracts more customers… Bad service drives them away…in DROVES.
In a small town in Wisconsin…back in 72…The Chamber of Commerce sponsored a Customer Relations Program. “The Boss”, by Earl Nightingale.
Of the 385 or so members of the Chamber…only 25 thought it was important enough to invest 25 dollars.
One of the owners who did…said was responsible for a minimum of 10% increase in his business and allowed him to open a second store.
Dani ~ You are so right! Customers are what is most important to any business, so why not treat them that way. I strive to create an environment in my business where customers feel loved and accepted just the way are and have hope that they can become however they want to be!
Great message. I try to make sure that my clients know that they are special and that we go beyond the norm to make them feel important. All because I learned this from you and FSTS. I can’t wait to attend Creating a Dynasty.
Thanks so much for everything you teach. Now I keep praying I can get my husband and son to listen to you.
Thank you, Dani, for all your very helpful messages, but especially this one on how to attract clients for life. My current work involves teaching singing performance to clients. That is where all your recommendations become very useful. Not only do singer-performers need to sing beautifully, but as they walk onto the stage, they must immediately acknowledge the audience with a sincere, all-inclusive smile. What they wear is also very important as it reflects the persona they want the audience to embrace. All this applies to their work interviews as well.
I would conclude that no matter what our business, we need to show respect and love to our clients by connecting in a way that makes them feel special. They will want to come back:)
Dear Dani,
I appreciate your emails so much. By applying these principles I have been able to better relationships, and I can see by business rising!
In this article, taking responsibility of your own business definitely stood out to me the most. The treatment you received is unfortunate… We must treat EACH and EVERY person for who the are, a valuable customer that is helping their business. Treating customers that way and expecting the business to rise is unrealistic.
The environment we create: I read your email last night and I immediately cleaned my room, re-organized my books (took some out that were just taking space) organized my desk, and started ironing my brothers shirts.
Even though we know we must do these things, you bring an immense value to the simplest, yet significant things.
Thank you for raising our awareness. You are an incredible woman!
God bless you and I look forward to your next email.
Interesting stories and good creativeness of mind .these are really beneficial to people thanks to share these stories.
Thanks Dani, Went home and filed every piece of paper on my work desk and then for good measure gave the desk a good cleaning. Tidying up my desk in my office right now
Small steps but a good start. Thanks as always for you sharing, teaching and guidance.
God Bless you, your family, DJC team and the DJC community.
I Sympathize with your experience at the Italian Rest. that,s one thing I can,t stand is Lousy Service. Your comment gave me a flasback,over 40 years ago I used to work in the finest Rest.& Clubs all over the World,I treated my Customers like Kings & Queens & gave them the best of Service b/c I wanted them to come back,I treated them with pride & respect & gave them high Class Service I also expected a high Class Tip at least 40% sometimes I rec’d more. ( Smile ) !
What I would do now if the Service was bad or I found a hair in my food I ask for the Mngr. & tell him what took place, I would say rather then telling all my friends which wouldn’t be fair I,m telling you, results I got a few free meals out of it. Nowdays in many places the are acting like the are doing you a favour in waiting on you,pride in what you are doing has gone out the door!
Thank You, Dani. I would love to attend your seminar.
hi dani i am also in the marketin business so i rily have confidence dat i can do it but the problem is every time i hv 2 show the business 2 custumers especially the one i dnt knw i hit doubt and fear so what should i do to overcome this
It’s so amazing how simple life can be when relationships are the main focus; like Jesus’ walk. You do such a great job of bringing that to the surface, keeping the main point the main point in all you teach. Love you Dani! You are truly inspiring, as a believer, a mom, a sister in Christ and a mentor.
I really love your blog. You write about very interesting things. Thanks for all your tips and information.
Thank you Dani loved your daily fix and it is so true