More often than not, people want to talk. In customer service, and especially in the restaurant industry, it is really important to be able to talk.
Actually, you better be able to do more than just talk. You better be able to communicate.
We all know people who can talk a blue streak and not say a thing. In the restaurant setting, primarily in full-service restaurants, communication is king. Almost as important as the art of communication is the ability to read your guest.
What are the needs of my guest? What are the pressing issues for them today? What does their demeanor say? Who are they gathered with? What are they trying to accomplish?
Reading a client and making instantaneous decisions about what they need is truly an art. It is a skill set that needs to be cultivated and constantly updated and revised.
We live in a society where people no longer receive information and opportunities over coffee and the morning paper.
News stories, coupons, two for one offers and the like are force-fed to us all day long. Texts, tweets, e-mail alerts and weather alerts.
A friend gets a text on her phone when her child is late for class or missing an assignment in school.
But, where is the communication in all this communication?
Wikipedia defines Communication (from Latin “communis“, meaning to share) as the activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behavior.
No wonder communication can be so confusing! We communicate with everyone with every single thing we do. Everything. That is why it is so important to be able to read your client. Some clients are “regulars”. Some regulars like to talk and kid around each time they visit.
Some “regulars” know what the want, where it is and how to get it.
This type of customer requires a different skillset, they do not want to talk about the weather or basketball. They want you to solve a problem, or move them through quickly. Both are wonderful assets to you. Both are loyal. Both require different types of communication and interaction.
But, whooooooa, guess what?….. Mr. Quiet and reserved regular may WANT to talk about the game tomorrow and you should be ready and willing for that conversation. Read your guests each time they visit or interact with you.
The fact of the matter is that although we all seem to be getting the same information at the same time on the same day, we need to recognize the individual needs of our clients. Read them. Watch for visual clues. Engage. Go forward if need be, or be ready to back off.
What is so wonderful about the service industry and our awesome ability to communicate is that we can change the whole world with a smile and a “what can I do for you today?”
