Funny Motivational speaker, Bob Farrell suggests great service is non- negotiable. The only way you can have consistent service is to hire nice people who will treat others well (employees and customers). Farrel suggests you can't make a person be nice, instead you have to focus on hiring nice people.
Bob co-founded one of the first national full-service chain restaurants: Farrell's Ice Cream Parlors. He personally managed the opening of more than 130 Farrell's restaurants, eventually selling the company to Marriott.
The key to running a successful restaurant chain for so long is to make the customer the center of your business. Farrell's philosophy is the customer is the boss and nobody leaves the restaurant unhappy. Upon leaving, every customer must say, I will be back!
When a customer goes to a restaurant, they want peace of mind. They don't want to be told no or what they can't do (or have), they want to feel at ease.
Great servers can read what is going wrong in someone's mind and anticipate their needs. One of his first jobs, Farrell worked for the Disney Corporation, where he learned that sometimes you don't feel happy but you have to be happy anyways. Disney never interviews people for a job, they audition them for a role, that role is to be positive and respectful. Even when you don't feel like it, you have to be nice to people.
Never make an excuse to a customer, just get it fixed. Customers don't care what you can't do, they just care what you can do for them.
Share the glory. When a customer says something nice, give credit to the rest of the team because great service is always a group effort.
Funny Motivational Speaker Bob Farrell passed away August 14, 2015.