The art of getting the order right!
Customer: “I’d like the swordfish, plain.”
Waiter: “I’ll tell the chef to hold the sauce.”
Customer: “No, I’d like the swordfish, plain.”
Waiter: “I’ll tell the chef to hold the spices.”
Customer: “No, I’d like the swordfish, plain.”
Waiter: “I’ll tell the chef to hold the butter.”
Customer: “Would you please repeat my order to me.”
Waiter: “You want plain swordfish, which means no sauce, no spices, no butter; just plain fish.”
Customer: “Exactly!”
This scenario, which really happened to one of my customers by the way, is an example of a service professional with poor listening skills and a customer with great communication skills.
The customer did a great job of using repetition as a communication tool to highlight precisely how they wanted their order. In addition, they effectively requested that the other party in their conversation (i.e., the server) summarize the most important part of their discussion (the order!). Bravo to this customer, who enjoyed a tasty meal, prepared just the way they wanted it.
The server on the other hand, allowed their passion for the deliciousness of the food they serve, to get in the way of hearing what the customer truly wanted. Does that happen in your organization? Are some (or all) of your people so conditioned by what you sell and the way that you sell it that they have stopped listening to the customer? Also, are your customers this patient, or do they just go elsewhere and work with someone else who listens better? Regardless, a little reminder about listening to the entire message, paraphrasing answers and repeating key facts never hurt anyone. Now, how about a nice glass of wine with that fish?