Lessons From Venice: Know Great Customer Service, Deliver it!

August 1, 2007 on 12:04 pm | In Deals | No Comments

When you eat at a restaurant and the waiter comes by to ask how the food is, you usually reply like I do: “fine.” I am resigned however to tell restaurants and service providers when things are not fine. Are you?

- When you deliver services or goods to a customer, watch their initial reaction. Active watching and checking in tells you more than merely asking them “how is it?” Do not be satisfied with one word answers like “fine.” I do not suggest you hover like an unwanted waiter but a few simple questions like: “What are your barriers for growth?” “What is your view of the year over all?” will trigger an insight into your client/customer’s mind set. Of course, they simply may not have time to chat but that is insight too.

- If the service or product does not feel right from the start, what are the chances it will improve? Very little unless you do something about. Speaking up is ok but remember that how you speak up indicates whether you want to continue your relationship or not.

- Fix things on your terms. When you ask to have your disk recooked and it is no better this time, speak up now. The same is true with business partners and your own customers. When the other party writes back and says “Agreement? What Agreement?” after you’ve negotiated one for weeks, see the writing on the wall. If you do not clarify - sometimes in writing - that you understood there to be a deal and their saying otherwise is not truthful - and you go forward, you deserve what you get.

Or said otherwise, be honest with yourself about what you will accept in a relationship or get out. It’s much easier to undo a new relationship then to proceed and have to undo one after significant resources and intermingling has occurred. This is not meant to be profound but just a reminder of what you know.

Lastly, get to Venice. It is truly an inspiring place. And with all that is said about the damage to our environment and rising water levels, it is still gorgeous. Ping me if you need restaurant/hotel ideas there.