Remember the basicsLunch at one of my regular restaurants recently reminded me how often servers forget the basics. Less than 10% of them (in my experience) tell customers what the daily special or soup du jour is. If I want to know, I have to ask them when they show up to take our order.
That’s like a grocery store clerk asking if I need help with anything as I pay for my groceries. Timing is everything!
But while most servers neglect to tell me their daily soup or specials, they are militantly consistent in wanting me to buy whatever beverage, appetizer or dessert they happen to be promoting that month.
They get so focused on pushing products (because management tells them to) they forget the basics.
As a customer, I don’t mind a server making suggestions. I’d prefer their suggestions were customized to my needs rather than read like a script. But even more important, I’d like to have the fundamentals covered before they start tossing in extras.
Help your customers get what they want by focusing on what they want. Sometimes that means you need to stop suggestive selling, cross-selling, up-selling and other manipulative practices unless your suggestion fits what your customers actually wants.
Other articles you might like:
- Don’t upsell or cross-sell
- Customer service basics are timeless
- See things from your customer’s view
- To improve customer service get back to basics
- Recognize your loyal customers
Customer Service Training Toolkit
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