I practice sales communication and customer service skills when I go to Waffle House... or Subway... or most any place to eat.
What? I practice sales and service when I'm the customer?
You bet!
Allow me to explain. Perspective is so important in all we do. We like being around those with a great, wide perspective. And our own perspective can even be considered a skill that can be improved, broadened and sharpened. Rapport is critical too in building honest, mutual trust.
You see, when you can see yourself through the eyes of others, you can use that to do your job better (and life too). This is a bit vague, so let me give an example...
When I go to Waffle House I make a point to have an enjoyable visit, involve my waitress in the order without being a hassle. I give a genuine smile and speak pleasantly.
When they take my order, I order eggs. They always ask, "How would you like your eggs cooked?"
Without being a pain, I sincerely say something like, "However you think they will be best. Really. Whatever you think will be good will be fine."
If they resist, then I tell them, "How about then, however the cook likes them."
Some waitresses look puzzled. Some smile. Some even shake their head as they walk off.
But every time... Something Magical Happens.
First, I get great eggs. Every time! Second, the waitress will come back at least 75% of the time and not say "How is everything?" to everyone at the table. She'll come and look at me and say, "How are those eggs?" with a big smile. Or, she'll say, "The cook wants to know how you like your eggs." Again, with a big smile.
And I smile and tell her they are great (because they always are). Now, perhaps you are more particular about how your eggs are cooked but I like a variety of foods and hey, let's be honest here, it's just eggs.
So what is my take away from this exercise?
* I get the best customer service in the place because I sincerely engaged the waitress in the process.
* By involving the waitress, it meant I treated her as a trusted adviser and that trust built a relationship and rapport, even if it was only about an egg.
* This process meant I helped create an environment where the waitress and I saw each other as peers. Neither was subservient to the other. This is key to almost all successful sales and customer service experiences. Shoot, it is key to good relationships all around!
* I get practice (that is still sincere) in quickly building honest rapport with a stranger.
* It makes the meal fun.
At Subway, I let them pick the bread (I don't know which bread is the freshest) and the cheese (they know what goes best with which sandwich).
At fancier places, I narrow my choice to two entrees that I would be happy with, then ask the waiter or waitress to not tell me which but pick the one they think is best and just bring that one.
I always get great food and even learn something new about the menu. The waiter will even come back later to discuss how they chose, why and what other items are really the best on the menu. Now they are my trusted adviser and will tell the truth about things they never would tell me if I just said, "Is this dish good?"
So, back to business... When I met with a potential client, I ask things of them as well. Particularly things that they may be an expert on, even if that is just an expert on their own likes, goals, plans or concerns. And the more I know about them, the better I can be of service.
With rapport, a peer-to-peer relationship and honest interest, we create a better, more productive (and more enjoyable) environment than "selling" ever does.
Hi Glenn
I would bet you get great service and great eggs.
Good luck and success
Lou Ludwig
So Glen, You're telling us that sharing some of the power in a relationship actually creates a common bond and goal ? Hmmm, I'm headed to the Waffle House.
Great advice Glen and I must admit that I am a little hungry now. No Waffle House for miles of me though.
Glenn, you are a wise man! I've been busy and miss you guys.....sorry we've missed some get-togethers! Merry Christmas and hope to see you before long.
Dear Glenn,
I love it! I have definately used your system at upscale restaurants, but I guess I have been too much of a snob to use it at a breakfast place. Detailed instructions don't get it at a Waffle House--I like your idea!
My significant other always brings me breakfast in bed on Sundays--love him! I have used your system on him and always get THE BEST BREAKFAST. Sometimes the plate is even decorated with a strawberry or slice of melon!
Now, if all my clients would just let me do the same for them!
Thanks,
Barbara
So, Glenn, you're saying that if you show the other guy respect, he'll actually do the right thing???? What a concept... (and doncha' love these analogies???)
Lou Ludwig CRB, CRS, CIPS, GRI, SRES, TRC, e-PRO, (Ludwig & Associates) Hi Lou, yes indeed, great service and great food! G
Bill Gillhespy Fort Myers Beach Realtor (Century 21 Tripower Realty) Hi Bill, well I don't know if it is a common goal since I get to eat the eggs but it does create a rapport that makes the shopping, buying and consuming experience great for all involved! Thanks! G
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Keisha Hosea- Realtor, Chino Hills, CA (Keller Williams Realty Chino Valley Market Center) Thanks... and there are eggs somewhere nearby I hope! G
Ann Allen SRES ASP e-PRO Birmingham AL Area Homes (Keller Williams) Thanks Ann! Take care, be safe and have a great holiday! We should have something fun going on here again soon! G
Hi Barbara! You get the idea!! And you know, you can get your clients to do the same. In fact, that is the goal... for them to see you as the trusted advisor. But start by finding out something they are great at and asking questions and listening.
The key is building honest, no pressure, rapport. Will everyone you do this with become a client? Of course not, but it builds a sphere of influence. Maybe they will refer someone to you because they now feel you are trustworthy (and not because you asked them to send referrals).
Thanks, G
i think it comes down to treating everyone like a real person not just a watress or sandwich maker. I do try to respect everyone i come in contact with. It make a huge difference. people remember you and want to talk to you.
Thanks for the post. I use to love the Waffle house when I lived in NC.
Jennifer Allan, Author of Sell with Soul (Sell with Soul) Hi Jennifer... I am saying that showing respect will often, but not always, lead to mutual respect. Even more importantly, deciding why we respect someone we don't know and then honoring that, without any expectations, is a great way to work and live... and often yield benefits that I see as a bonus.
I think it's great you involve others and let them know you respect their opinion. Just what people want someone to appreciate their perspective.
Interesting post - I always treat service people with respect, but had not thought about this angle before now.
Sharon Harris (AllQuest Real Estate) Hi Sharon, you make a great point... one that so many forget.. and that is to treat people as people and of value. Interesting how easy many forget that. Thanks! G