The great question arises, "Are we slowly dying, or are we beginning to live?". This world has been so caught up in trying to find a cure for death which is ultimately inevitable. Most are blinded by the fact that the only cure for death is LIFE, so we better start living! - Daniel Chidiac

"How much free, WOM advertising is too much?" Customer loyalty drives WOM advertising. If your Customers are engaged in great CS experiences, they will most likely repeat business, and spend more overall money with larger transactions. What part of that don't you like as a business owner? So, I ask you, "how much free WOM advertising is too much?"

Here are five perspectives on Customer service that we need in business today:
1) Value-perspective 2) Customer-perspective 3) Experience-perspective
4) Relationship-perspective, and 5) Network-perspective. Which will you be concentrating on today?

In the past WOM advertising was done at socials, business meetings, or over the back fence. "Spreading the word" may have taken a little bit of time. Today, that same WOM advertising is done instantaneously...sometimes when the Customer is still sitting in your restaurant.

CITYSUMERS | The hundreds of millions (and growing!) of experienced and sophisticated urbanites*, from San Francisco to Shanghai to São Paulo, who are ever more demanding and more open-minded, but also more proud, more connected, more spontaneous and more try-out-prone, eagerly snapping up a whole host of new urban goods, services, experiences, campaigns and conversations. Are we ready?

Did you know that the cost of acquiring a new Customer and putting them in your Customer data base generally runs 2 to 4 times the annual cost of retaining an existing Customer. In short, if you do not have a strategy in place for enhancing Customer loyalty, you are shooting yourself in the foot in terms of your restaurant's overall success. Take care of existing Customers and they'll take care of you!

What have you done this month to enhance your Customer loyalty? Have you done anything to enhance employee retention and satisfaction? A restaurant with a high employee turnover rate has more difficulty maintaining a strong personal relationship with it's Customers - without it...forget about it! Let's add bread and butter to your menu, because Customer loyalty is your bread and butter! Contact me!

I believe that true success comes only from efforts to exceed both your own expectations and the Customers expectations. The average performing employee or organization has a low probability of survival. Look at yourself or your establishment...where do you weigh in on this?

Some restaurants can supply the sizzle and some the steak; But, extraordinary Customer service is about providing both the sizzle AND the steak. The sizzle or the allure has to come WITH the steak or the follow though. Provide both and you're well on your way to providing ENCORE performance.

Did you know that in North America alone, as of Sept. 2009, 74.2% of the population are online. WOW! Imagine the possibilities for your Customers to share stories about your restaurant. Wouldn't you want them to be positive? WOW them with ENCORE performance...the rest takes care of itself!

This is a shout out to restaurant servers... Is it really Customer service? It's more about Customer concern or Customer empathy. In a nutshell...Treat your Customers as you would like to be treated yourself. One caveat - if you don't like to be treated with the actions and respect of a servant, choose another profession...please.

Great food + great drinks + Reasonable ambiance + Extraordinary Customer service = Customer Loyalty

Customer Loyalty = More revenue + Better profits + Better tips + Employee satisfaction + Word of mouth advertising

Problem solved!

(GF + GD) + (RA + ECS) = CL
CL = (MR + BP) + BT + ES + WOMA
The algebraic equations to Customer service.

If you're in the restaurant business and you're not creating an environment where "excellence" is expected...you shouldn't be in the restaurant business. Your Customers' orders - servings of attention, engagement, resolution, and respect. Now you're on it, that's called "Customer retention". Know it or not...Customer retention is driving your restaurant's success.

Someone asked me recently, "What exactly do you do?" MAX is all about being a resource for individuals and businesses to learn about, understand, and absorb information and practices that promote excellence in the workplace. In sharing, my roll as a Coach, is to influence individuals and create environments where extraordinary Customer service skills are common plac

If you want me to talk incessantly, in a complimentary way, about your restaurant, show me some extraordinary Customer service. I can control the interest in your establishment by my word-of-mouth advertising. You can control my WOM advertising by your Customer service skills or lack thereof.

f you wish to be out in front; Then act as if you were behind.

Many restaurants have signature dishes...locally, the Belvedere is known for their grilled Ceasar salad, Ruth Crist Steakhouses are known for their steaks. Imagine, being known for your exceptional Customer service. Now that's one item that will boost sales more rapidly than anything else ever could. It's all about ENCORE performance.

Your strengths will take you only as far as your weaknesses will allow. So, a great menu and great drinks will get you no where with poor Customer service. Weak Customer service will hold you back every time. Talk to me...I'll listen!

EXCELLENCE is ATTITUDE

From the book, The Encore Effect..."When you work with Customers, clients, or co-workers, every day is game day. Every interaction is an opportunity to give a remarkable performance and a remarkable performance can take place in an instance." Every moment is an opportunity to shine. Don't miss it!

Nelson Mandela said, "Don't talk to their brains, talk to their hearts." In most cases marketing and merchandising is just that. People buy things based on need, greed, or fear. These concepts are heart-based. If people bought "stuff' with their brains, they'd buy less "stuff".

OK, you own or manage a restaurant. Do you know your staff? No, do you really know your staff? Understanding how Baby Boomers, GenX, and GenY relate to each other holds the key to smart 21st Century Customer service leadership. Are you up for the challenge. MAX can bring you into the 21st Century...contact me to schedule your training today!

Complacency comes about when we feel that "acceptable" is "good enough". ENCORE Performance training is about learning why "good enough" is NEVER "good enough". Strive for the "extraordinary" and exceed both yours and the Customers expectations. Now you've reached the ENCORE Performance level.

Market research proves that 84% of Customers are likely to share a bad restaurant experience. Only 47% will share a favorable one. Thereby, the need for ENCORE Performance. Contact me today, my evaluations and training will put you and keep you in the 84% group. Where do you want to be? Have you done anything this month to stretch your CS aptitude?

What is different about my ENCORE Performance Customer service. ENCORE Performance is simple...when you have exceeded the wants and needs of your Customer (Client), you have attained the ENCORE Performance level. Congratulations!

You never get a second chance to make a 1st impression. 1st impressions are paramount to you being able to obtain and retain Clients...no matter what type of Customer service you are providing. Never forget that!

Here's an idea...I handle all of your Customer complaints and you run your restaurant. That's right, you can concentrate on managing the restaurant and I will make you look good when a Customer concern arises. What is your time worth to you? Is it worth $200.00 a month? How about $125.00 a month? If I told you that for just $50.00 a month I could free you up to handle employee issues, ordering supplies, changing menu items, etc.; Would it interest you? That's what I did for 23 years in my USPS career and, today, that is what I can do for you. Check out Customer Service Advocacy at www.maximum-authenticated-solutions.com. Your time can be better utilized and MAX can be the catalyst in making that a reality.

Remember this; A Customer is not dependent on us, we are dependent on him/her. A Customer is not an interruption of our work; He/she is the purpose for it.
~ L.L. Bean