With over 20 years in the hospitality industry, author and trainer Steve DiGioia shares some real world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers desire. Steve has a detailed 57 individual steps for dinner service, what are your steps for customer service?
Steve Digioia, Author and Trainer
How do I make you feel while I am providing this service?
What can you do during the service part of the transaction to hook this customer in, hopefully for life? It has to be something more than just a mechanical aspect of it.
There has to be something else that separates you from your competition more so than just the physical service you were providing, it's how I make you feel. It's how I make you feel appreciated. It's how I welcome you when you walk into my place of business.
Many mechanics, they're focused so much on fixing that they don't realize that the waiting area has to be not only comfortable, and obviously clean, but it should be bright and welcoming.
Use customer’s name 3 times.
In a perfect world, you shouldn't receive less service because you are paying less. Versus getting extra service taken care of because you happen to be paying more, meaning, a higher-valued car.
If you want a consistent product, consistent service, a consistent experience, you have to have something like that because at a bare minimum, it reinforces the steps that the business believes is important to them to be able to service the client