Improve customer service by being honest with customers

With all the titles on corruption in business and government, many believe that honesty is suggestive. However, honesty can improve customer service. This past week I realized the power of honesty to the specific customer service. Let me share two specific examples to illustrate this point.

On the way back from a meeting with a client, I stopped into a national chain of restaurants where I've always lived the good food and fast service no matter how busy the restaurant was. After ordering, I have seen others being seated and then noticed that they were receiving food orders while I was still waiting. Finally, I asked my waitress and the manager suddenly appeared with my order. He asked me if everything was OK and I have taken at his word and said "No." Then, I shared with him that I had waited over 20 minutes and watch the others who were sitting behind me enjoy their meals. The manager immediately apologized, said he had more than enough staff to cover the dinner crowd and picked up the bill. Shortly after my waitress came over and tried to lay the blame for the poor service of the kitchen help, while keeping intact. He asked me to come back and I said that I would continue to attend this particular chain, but not in this position. His service has received less than a 10% tip and my realization that you probably do not even know why.

Later in the week, I visited another national chain after the lunchtime rush. The service was good until I asked for the bill. After waiting 10 minutes with another person and waiters find my server appeared with the check and apologized for the wait. Then he said: "I was reading an Avon catalog and I lost track of time." A 20% plus tip rewarded his honesty.

How many times is the honest answer is conveniently integrated with loss of clarity? Fear of making mistakes or being seen as incompetent, the simple truth prevails. Put the responsibility and personal responsibility of someone else's shoulder has become a way of life unfortunately.

If you truly want to improve customer service, going beyond the traditional customer service training and encouraging employees to be honest with their customers and accept responsibility for their actions. Of course, this also means that employees need to know the core values ​​within the strategic plan of your organization and that everyone from top to bottom must live these values ​​constantly, day after day....