Tag: #Service

A Tale of Two Delivery Restaurants

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One of the best things about travel for me is going to local restaurants and cafes and enjoying the food. I love tasting the food, seeing the local people and really experiencing the town’s vibe.

But then there are times when I’m exhausted, and I want to order in. Like last night. I’d had a lovely brunch at the Mesa Verde in Santa Barbra, and then I spent the entire afternoon reading and walking at the beach. The sun set my “sleep clock,” as my mother would say, and I just wanted to have food delivered to my hotel room and then retreat to my bed.

 

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I literally spent the entire day at the beach. I read, walked, and prayed.

 

A food delivery service left a postcard in my hotel room. The note said, “Quick delivery to XYZ Hotel.” They had vegetarian options, so I ordered. The food came fast. I opened the bag while the delivery guy was still at my door. There were no utensils or napkins. “Do you happen to have napkins and a fork and knife with you?” I asked.

“Nope. If you want those, you have to ask for them when you order.”

When I ordered, my mind was on food. Not on forks and knives. “I’m in a hotel, how can I eat my salad and entree without a fork?”

“I’m sorry, ma’am. You didn’t tell us you needed a fork or napkins, so we didn’t include those things in your order.” And then he just stood there looking like he truly was sorry that I’d have to either eat with my fingers or go hunt down plastic ware.

What a Makeup Artist Taught Me About Customer Service

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This week, I’m filming video training for a client in Southern California. Each morning before we shoot, I get treated to makeup art by Christina, a talented, gorgeous and charismatic makeup artist.

The first day I worked with Christina, she asked me about what I teach in my videos and training classes. “I help frontline employees deliver the best possible customer experience,” I said. “Usually, I’m focused on helping people show concern and empathy and on handling difficult situations with diplomacy and tact.”

It turns out, Christina is not just an amazing makeup artist; she knows a thing or two about customer service. “When I worked at Nordstrom,” she told me, “I would notice how stingy my employees would be when customers would ask for makeup samples. But then if the same employees had a friend or their mother come in, they were so generous, friendly and fun. They’d be like, ‘Mom, you have to try this; let me give you these to take home!’”