June 29, 2012
-- Laurenzo's Restaurant, located at 4412 Washington Avenue here in Houston, Tx is a pleasant place to dine. My wife and I stop by occasionally when we're out cruising. Our favorite waitress at Laurenzo's is Candace Roberts. Candace's customer service skills are second to none. We ask for her specifically when we drop in. Her personality and sense of humor makes her an easy choice for a "Now That's Customer Service!" award. Upon our arrival to present the award, we were greeted with the biggest hug from Candace, not because she was receiving an award - she had no idea that she was receiving it, but because she was just glad to see us! I have observed Candace's customer service style with her customers during our visits. She treats everyone like family. Candace is consistently great at providing great customer service! Her attitude and demeanor are a perfect fit for the customer service industry. Her attentiveness makes us feel as if we are the only customers in the restaurant.
Most businesses have someone who greets their customers either by taking an incoming call or in person at the business location. The way this interaction is handled can lead to the acquisition of a new customer or the retention of an existing customer. Customer "greeters" are the ambassadors for your company and must be in the customer service mindset at all times. Their personality should be upbeat, with a natural inclination to assist your customers. Your customers deserve a smile when they choose to do business with you. Proper body language is also critical when interacting with customers as positive and negative feelings are easily transferred to the customer through an employee's physical actions. Voice tone and inflections are another barometer to monitor during customer interactions. It's important to speak in an even tone, careful to only allow positive emotions to flow out to the customer. Make sure that your ambassadors present the proper face to your customers to insure long-term success. Take the time to interview properly before hiring anyone to fill the ambassador role! Define what good customer service is for your employees. Make sure they understand what is expected and train them to provide the level of customer service that your customer deserves. It could mean the difference between having someone to greet and wondering where did all of the customers go!