Keep Calm – They Go Back To Where They Came From – Part Two

In the last post I suggested that the ability to hold composure throughout stress and adversity in your job is key. It’s the ability to relax through the stress that wins you the opportunity to build relationship with your guests.

Whether you are a Server in a Restaurant, a Front Desk Agent in  a Hotel, or a Police Officer there are going to be instances when you are required to stare into the face of someone that is generally unhappy, and you will have to decide in a split second how to handle that situation. There are some key things to remember when this opportunity arises. Yes, I called it an opportunity. Danny DeVito said –

“In order for the light to shine so brightly, the darkness must be present.” 
The key to all of this is to remember that whatever is going on in front of you it probably isn’t about you. Initially you can take refuge in that fact because to a certain extent the pressure is off. The sweet thing about such a situation is it gives you an opportunity to do exactly what you are there for. I know that they may be there for food, or to return a blouse they don’t like; however, in most cases we get into service related fields to help people.

Take the incident from the last post where the guy had been chilly to me when I greeted him at the table. I guess something inside me made me give him a chance to vent in addition to getting the drink orders for him and his wife. He had an opportunity to tell me about his situation. I had recently lost my Grandmother at the time so it gave us both an opportunity to share a little through the process of the dinner. Long story short, it was a rewarding opportunity for both of us.

The other thing to remember is the big picture is always a baseline for you to fall back on. What I mean is, you aren’t the case of this problem, and in many cases you generally have a supervisor to assist you if you have any questions. Regardless you have opportunities to make a bigger impression that your position sometimes presents. There is also another f actor to this bigger picture concept. It can benefit you to be considerate. There is a Nicholas Cage movie called, “It Could Happen to You” that is a story about a Police Officer who offers to split lottery winnings in lieu of a tip. Monetary rewards don’t always come and I suppose I would hope that wouldn’t be the expectation, but you never know what can happen. I did receive a very nice tip from the couple I took care of and they also gave me a great review to my manager. To be honest, seeing the guy and his wife leave smiling and knowing I may have helped some was a really big thing to me.

Regardless of what you are faced with people are generally always faced with stuff as well.  Opportunities come in all shapes and sizes, and we need to remember that to keep perspective on the big picture. Know that whatever is in front of you that looks like it can get ugly probably has little to do with you. Shine, and show those people that see darkness there is hope.

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About Dirk D. Myers

Dirk D. Myers is an accomplished Service Professional that has served in the Restaurant, Retail, and Hotel Industry in many capacities. Through many years he has amassed great service concepts that can be applied to your organization. Mr. Myers is available for consulting and training to give your organization the best opportunity to put it's best foot forward and bring more cash to the bottom line.

Posted on May 6, 2013, in Managers, Service Professionals and tagged , , , , , , , , . Bookmark the permalink. 1 Comment.

  1. I appreciated your stories, and your taking the time to share them. It is so true that most of the time a guest is angry or annoyed because of a reason that has nothing to do with you at all. If we are in this industry it most likely means helping people is a rewarding thing for us. If we can just remember that (like us) others are also going through rough times and really hard days then we can put our feelings aside for a moment and not take thing so personally when they respond in a cold or abrasive way. You just never know who’s soul you can help heal or who just needs a listening ear.

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