Career Advancement Newsletter

Career Advancement Newsletter

Has this happened to you??

???? How did you answer??

??? ??????Did you complain??

You have been there ... we all have.??

Every one of us has been through this annoying restaurant experience.?

A well-intentioned assistant manager is wandering through the dining room asking that worthless question.?

“How was your meal?”??

Finally, he stops at your table and asks,?

???? “How was your meal?”?

What does he expect??

How do you reply??

You probably will just say,?

???? “Fine.”?

This is what many people do, even when the food is not fine.?

You were in that dining room to enjoy your meal and have a conversation with friends, not to be interrupted to participate in ... a worthless survey.?

Not only is the assistant manager wasting time, but the feedback is also misleading. ?Customers are reluctant to make negative comments because ... they expect the management to be defensive or confrontational.?

Have you ever given negative feedback and been sorry that you didn’t just say, “Fine,” and forget it??

You are certain to remember that experience!?

If your experiences are like mine, and I believe that they are, the person who asked the question went into defensive mode.? He or she told you about their problems, procedures, and policies.??

He made you feel like the problem was really … your fault.?

Before I retired, at Chick-fil-A I urged our Operators (franchisees) to talk to customers but to use a different approach. I wanted their questions regarding customer satisfaction to be effective and to invite ... useable feedback.?

The question I prefer goes like this:?

“At Chick-fil-A, we want to constantly improve. What could we do to make your meal more enjoyable?”?

By asking for … suggestions rather than … criticism,

we put the customer in the position of giving ...?

???? positive suggestions rather than ...?

????????? negative criticism.?

Ask for Suggestions Rather than Criticism!?

For the customer that makes a … BIG difference!?

When asked for suggestions, customers are often pleased to provide valuable feedback.??

However, they are reluctant to offer criticism ...?

???? even when they are dissatisfied.??

That’s why it is important to provide them with an opportunity to relate a negative experience as ... a suggestion of how to create a positive experience in the future.?

No matter what the customers say, the proper response is to thank them sincerely for their suggestions and to urge them to continue to tell you what improvements they would like to see on their future visits.?

When asking for suggestions, it is not the time to defend your business or to try to educate the customer on your problems, procedures, and policies.?

It is not talking time.

???? It is listening time!?

Truett Cathy, the Founder of Chick-fil-A, often said,?

“You don’t need to know anything about it to be successful in the restaurant business. Just listen to your customers. They will tell you what to do.”?

No mater what your business, this will also work for you!?

Ask for Suggestions Rather than Criticism!?

---Jimmy Collins?

Many Career Advancement Principles are in my book?? Creative Followership?: It is available on Biblio.com ?? https://www.biblio.com/book/creative-followership-jimmy-collins/d/1604564938 ?

Like to learn from stories? My latest book Jimmy’s Stories, is also available on Biblio.com . ?https://www.biblio.com/book/jimmys-stories-jimmy-collins/d/1604855871

#complaints #apologize #chickfila #truettcathy #leadership #followership

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