Happy First Anniversary to This Blog

October 31, 2012

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It was one year ago that I started this blog. Over the course of the last year I learned a lot.  I learned about writing, blogging, branding, SEO, and WordPress. I found out what people were reading.  I found out what people were not reading.  I received criticism and praise. However, the most important lesson I […]

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The Slightest Thing

August 24, 2012

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The slightest thing can set someone off.  And you may never know what it is.  For front line employees of all types, be it restaurant staff, customer service reps or salespeople, this is vital. As an employee or professional dealing directly with customers you can and have lost tips, commissions, and bonuses, because of small […]

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A Contrarian Move: Ordering a Pilsner

July 20, 2012

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The other night I went to a local restaurant for a burger.  This restaurant came highly recommended, served burgers with local beef, and  had local craft beer selections on tap.  All great things. I decided to order a Pilsner.  Really, you say?  Not a dark heavy porter.  Not a bitter hoppy, pale ale.  A pilsner. […]

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Service Matters for Sales Reps

July 15, 2012

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Sales and customer service intertwine in many ways.  Professionals in both roles will tell you that the roles are not exactly the same.  People in pure customer service roles are going to oblige the customer more often than a sales rep. Sales reps may justify poor service in the name of setting expectations, effective time […]

Are You Training Your Employees on Customer Service Scenarios?

July 8, 2012

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At the end of the day, customer service is about making people feel valued and appreciated.  One aspect of great customer service is using customer focused dialogue.  Every business and every industry has problems that are fairly common, that have fairly routine solutions.   Of course, responding to them is easy if you have dealt with […]

For Stars, Every Customer is Their Best Customer

June 27, 2012

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What qualities make a star performer in the restaurant industry?  There are many.  What makes up great service in a bar or restaurant? The little things.  The small details.  And those are always about hospitality. One important aspect of hospitality is that every customer is your best customer.  Every customer needs to be treated like […]

Spend a Little More Time at Each Table

April 16, 2012

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For a waiter or waitress wanting to make more money in tips, there are many small subtle ways to do so.  At one point during my tenure as a server, I made the switch from a casual dining restaurant to a casual upscale restaurant.  I knew the expectations of me and the service would be […]

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