Is Customer service a thing of the past?

Having worked for the USPS for thirty-six years andmuch attention? Because Customer service will make
spending the last twenty-five years in Customeror break your restaurant. With bad Customer service
service with the United States Postal Service, I believeyou may survive, but, with great Customer service you
that I do have an opinion on this subject. And, thewill thrive. Again, why is Customer service so
answer is, I’m not certain if Customer service isimportant? From the most recent survey, the 2008
becoming as thing of the past; but, generally speaking,U.S. Customer Experience Impact Report, performed
today’s Customer service doesn’t come closeby Harris Interactive and RightNow Technologies, let
to that of my Father’s or my Grandfather’sme share some very alarming numbers and from
days.these numbers I will answer my own question; Why is
I mean seriously, when you have to ask for silverCustomer service so important?
ware or ask to have your water glass refilled, you getDid you know that in the past two years, discontinuing
the idea that Customer service is lacking. I’ve beenbusiness with a company, restaurant, or service after
in upscale restaurants where when you call on thea negative Customer experience jumped from 68% in
wait staff for anything, they make you feel like2006 to 87% in 2008 and that the number of U.S.
you’re an imposition or an interruption in their day.adults who will tell others about a bad Customer
Excuuuuse Me! Isn’t it because of folks like you andexperience increased 25% from 67% in 2006 to 84%
me that these folks have a job? Leon Leonwood (L.L.)in 2008.
Bean says it pretty clearly; "A Customer is notBut wait, it doesn’t stop there. Outstanding
dependent on us, we are dependent on him. ACustomer service is the #1 reason that consumers
Customer is not an interruption of our work, he is therecommend a restaurant to others. It’s a simple
purpose for it."equation; Great Customer service = better
From a recent Customer service survey onrevenue+better profits+better tips+a better Customer
Restaurantowner.com, the conclusion that they cameexperience.
up with is, most restaurant owners believe thatIt is because of my interest in dining out and my
Customer service is as important as 9.5 on a scaleinterest in getting great Customer service that I
from 1-10, yet those same owners rated theirdeveloped ENCORE Performance Evaluations© and
establishments at less than 7.5. Less than 7.5! Why isthe ENCORE Performance Training Course. Yes, to
that? Let’s focus first on what factors createme, great Customer experience is that important. The
consistent high levels of Customer service. Imagine this;evaluation is a four hour visit that evaluates everything
you have to hire the right people. 84% surveyedfrom the Valet (if applicable) to the Check. Nothing is
believe that this is very important. Here’s anotherleft to the imagination, as the evaluation is in depth and
eye opener; 70% of the owners say that it is importantconcise. A few days following the evaluation, the
to teach employees basic social skills such as smiling,results are shared with management and from that
eye contact or even conversational skills and 61%meeting future steps are discussed. If the restaurant
believe that it is important to educate the servers ondoes fall below a 75% rating, the ENCORE
the correlation between great service and higher tips.Performance Training Course is an option for any and
What about teaching owners the correlation betweenall of the employees. Because Customer service is a
great Customer service and revenue, profits, repeatlearned quality, it does not come naturally in most
business, and word-of-mouth advertising. All of this isindividuals. ENCORE Performance© validates the
covered in my ENCORE Performance Evaluations©Customer Value Proposition (CVP) and plays an
and the ENCORE Performance training courseintegral part in the restaurant’s ability to generate
offered by Maximum Authenticated Solutions to berevenue, increase profits and tips, retain current
explained later.Customers, and gain new ones.
So what are the factors that cause poor levels ofWith ENCORE Performance Evaluations© and
Customer Service? Here are a few reasons cited onENCORE Performance training I want to make certain
the survey by operators that rated their own level ofthat Customer service is not a thing of the past. My
Customer service at 7 or below. I mean come on - iftraining will teach the most important part of Customer
you don’t satisfy your Customers, your competitorsservice; Your Customers are people first, they are not
will. If you’re running a restaurant and you evaluatejust looking for a meal and a drink - they are looking
your Customer service at 7 or below, you gotfor a dining experience. Your Customers will savor the
problems. Here are a few of the qualities cited;experience that you will learn to provide after an
inadequate management, poor quality labor force, poorENCORE Performance Evaluation© and my
leadership, training not a priority, and complacentENCORE Performance training being conducted now
employees. All of these qualities can be corrected ifby the Lancaster PA based company.
management makes Customer service the numberTo schedule an ENCORE Performance Evaluation©
one priority.for your restaurant, contact me at or call
Why is it important that Customer service be given so717-587-6470.