A friend of mine lived near a Popeye's Restaurant where the food was great, but the drive through clerks were surly and the food was never ready. They never caught unto the fact that people wanted buckets of fried chicken on Sunday after church. This was so predictable that if you got in line with four cars ahead of you on Sunday afternoon, you could be assured that there'd be no chicken ready by the time you got to the head of the line. (It would be 30 minutes till the next batch was ready.) Many times they would be out of advertised food items for days.
Maybe running out was a sign that the food was good. Maybe the long waits you experienced for the order to come up was a sign that the food was cooked to order. Both things would have been bearable would have been if the clerks had more of my "It's My Pleasure" attitude. Instead of growling at customers before going back to flirt with the guy on fryer duty, they might have said, "It will be just a few moments for your piping hot, freshly cooked chicken dinner to be ready. Would you like a complimentary drink while you wait?"
Not surprisingly, the place closed recently.
A great way to make sure that your customers have an excellent experience working with your team is to develop an attitude within the office of "It is My Pleasure" to serve you. You need to establish a habit whereby everyone says "It is My Pleasure" at every opportunity; this will let your customers know that servicing their needs is of the utmost importance to you.
The "My Pleasure" attitude starts with the 1st impression. Most of the time the Client Care Coordinator is the 1st one who greets the clients. The only item needed to accomplish the goal of having an attitude of "It is My Pleasure" is a great attitude!
For additional information and guidance on this topic we have posted an article on our website entitled "Developing an "It's My Pleasure Attitude"" for you to review.
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