The word “service” means different things to different people. When I think about service, the first image that comes to mind is a waiter at a restaurant. When you feel that the waiter has done an excellent job, she is typically on the spot, anticipating your needs. Before your water glass is empty, she is there to fill it. Your food is served one course at a time. Your plates are not cleared from the table until you are done and new food is not brought until you have finished eating the previous course (a “forced course” is one of my biggest pet peeves). There are a handful of restaurants that I frequent that have decent but not outstanding food. Instead, I come back because I know what to expect each and every time. The quality of the food is consistently good. More importantly, I know that the waiters will be attentive to my needs and ensure that my meal flows smoothly.
The best restaurants in the United States can only obtain a five star rating if they have outstanding service. Insert Le Bec Fin story****
Your customers need to perceive that you are servicing them in the same manner that a five star restaurant services their clientele. During the “setting the stage” process, we had discussed the need to anticipate any objections that your customer may have to negate your sales pitch. Another thing that you must do during your preparation is to anticipate your customer’s needs.
Under-promise, Over-deliver to exceed their expectations