In my last post, I gave you a broad overview of the things I
have learned while working in customer service. In this post, I would like to
be a little more specific. I want to talk about two different categories: The
Better Server and The Better Customer.
The Better Server
The past two summers I have collected mental notes about how
to deal with customers. Much of this was trial and error, if I’m honest. But
these are just a few of my tried and true methods of loving customers better:
Remember Names
This is the simplest of the techniques. The coffee shop I
work in is located inside of a metroplex that holds different businesses. This
is where we get most of our customers. Because most of our customers work in
our building, almost all of them come in multiple times a week if not every
day. I learned some of their names right off the bat and they just stuck with
me for some reason. Some of them took me a little longer to remember. And,
sadly, there are still a few that I don’t know or remember. But I try my hardest
to remember the names of the ones who come in the most.
The reactions I get when I call someone by name are awesome.
Some are weirded out because they’re not sure how I know their name. Others are
surprised that I have such a good memory (which I don’t). And even some have
tipped me just for remembering their name. They were that impressed. It makes them feel good though. I can
tell. They feel like they’re getting special treatment, and most of them are.
It’s a simple gesture, but it really does make all the difference for people.
Smile
I know it sounds stupid, but the happier you are, the nicer
the customers are going to be to you. When they see that you are smiling and
making jokes, they’re more apt to do the same instead of yell at you for getting
their order wrong.
And let’s just be honest, when someone smiles at you, it’s
really hard not to smile back.
Make Conversation
Get to know the people that you’re serving. Find out where
they work, what they enjoy doing, how they’re feeling that day. If there’s one major
thing I’ve learned while working at a coffee shop it’s that baristas are underpaid
therapists. For some reason everyone feels like they can vent to me. It’s a
very strange phenomenon, really. But you know, maybe I am the only one they
feel like they can vent to. If that’s so, then I’m okay with it.
There is a fine line between making conversation and being
obnoxious. You have to tread that line very carefully. Don’t pry. Don’t talk
too much. In fact, let them do most of the talking. Be a good listener. People
appreciate it, even if they don’t say so.
Compliments
If you notice something new, appealing, or attractive about
a customer, tell them! Compliment their new haircut or their shirt that you
like. Don’t be awkward about it. Just be genuine.
Lately, I’ve been trying to make an honest effort to give
more compliments. I think way too much about myself and not enough about
others. So, I’ve been trying to be more attentive to people. I don’t just give
out compliments if I don’t mean them. I want them to be genuine. (I hate when
people give compliments just because they feel awkward or because they feel
like they have to or if there’s a lull in the conversation. And you can totally
tell when people do this.) Just be genuine. That’s all I can say.
The Better Customer
I’ve also learned a lot about how to be a better customer.
Here are some things I’ve learned and try to do more actively in my daily life
as a customer:
Tip Well
This is something I have never been good about until now.
It’s really hard to shell out extra cash for what feels like nothing. But, let
me tell you, it’s not nothing.
Tipping is really important. Especially if someone does a
really good job. Let them know. If you can write something on the receipt, do
that too! It really changes someone’s whole day to be told they’re great.
If everyone just tipped a dollar everywhere they went, can
you imagine what a difference that would make?
Be Understanding
Baristas, waiters, cashiers, cooks, employees everywhere are
just people. They make mistakes. Lots of them. Just like you do. If the person
that helps you makes a mistake, just let them know nicely and be patient. It’s
a lot harder said than done, but it’s really not helpful to give people an
attitude. If it takes a little longer to get your order, there are other people
waiting on orders too. If they forgot the cheese on your cheeseburger, they’ve
probably got more important things on their mind. In the end, it’s going to be
okay, so just chill.
Constructive Criticism
On a very similar note, when someone does make a mistake,
you should let them know. It’s not helpful to let things go. But it’s also not
helpful to tell someone that they made a mistake in a rude tone. Just be nice. They’ll fix
it. They’ll work harder to not let that happen again. And you’ll be happier for
saying something. Customer feedback is very important to businesses. Both the bad and the good kind. So give both.
Also, you can incorporate tips from The Better Server too!
Like remembering your server’s name, smiling, and making conversation. All of
those things are important too.
All of these thing have helped me while working and being a
customer, but they are also helpful tips for dealing with people in general. If
everyone used these simple tips in their daily life, man, there would be a lot
of change a’happenin’.
Show some love.
Avery
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