I am sorry in advance, but this may be one of the best excerpts from a movie to be used to show the flavor of what I am trying to get across in this post. I will warn you it’s not a G Rated edit; none of the cuts that were G Rated were edited cleanly. However this clip from Roadhouse may be one of my favorite training scenes for the Hospitality Industry. Enjoy!
The one thing that you will find out in the Hospitality Industry is that not every guest that you deal with will have an appealing personality; as a matter of fact, they may be nasty and crass at best. This presents a couple of potential dynamics that you have to deal with. The first thing that can easily occur is you can let that customer cast a tone upon the experience that you may find yourself mirroring shortly thereafter. In addition to that, you may find it has a tendency to taint your disposition for part or even all of your shift. If you aren’t careful it can even bleed over into the rest of your week. These are issuers that you need to learn to tackle to keep it from getting into your mind and eventually your money.Part of being really good in the Service Industry is being able to shine when those situations arise.
This is such an important subject I am going to cover different aspects over the next post as well. In this post we are going to talk about your guest and their demeanor. This might give you some insight into the myriad of reasons you may be getting bombarded with a cold chill from that icy guest.
Did You Get the Number of That Truck?
I remember walking up to a table and introducing myself. Most days I have no problem keeping a smile on my face when I greet my guest, but this time I was blindsided by a snappy tome. When I asked how they were that evening they said, “You don’t want to know.” I was a bit taken aback and could have just tried to get a drink order and let it go; I am sure that the uncomfortable feeling would have ended as soon as they left. I opted for the other option and I simply responded, “If I didn’t want to know, I wouldn’t have asked.” Turns out this guy had just lost his Dad in a horrible accident and they had just dealt with that fiasco. In addition to that their car had broken down on route so they were dealing with that as well. They had a horrible few days and he was taking it all particularly roughly.
In Branson, as in many Tourist destinations, people get great deals on vacations from a Vacation Club or Time Share organization. Being in that industry in the past giving Front-Line tours I know that you work someone fort 90 minutes to earn the next 90 minutes. The guest that sits down at your table may have been the proud recipient of one of these tours and unbeknownst to him he also had the opportunity to sit for three hours or more through this 90 minute tour only to be told he didn’t love his wife and family enough to give them wonderful vacations, and that his Grand kids didn’t deserve such a legacy. With this being said, the mini-vacation he thought he was giving to his family may have just become an attack on his manhood in general.
What about the lady who uses the restroom before she comes through the lobby and drops her cell phone in the toilet, and then when she stands to retrieve it the automated flushing mechanism sucks her valuable communication device into oblivion? (Yes, this did happen while I worked for Olive Garden in Branson, MO) Talk about crappy reception.
There are two things you will find in all of these examples. First, these were all horrible experiences. Next, none of this was your fault. This is something I want you to carry with you into part two. In the post that follows we are going to deal with your side of the equation and how it all factors out for you in the end. Maybe it isn’t quite the cliffhanger you are looking for, but I hope you will find part two helpful.
The journey can be just as sweet as the destination if you take the time to enjoy the sensations and nuances that make the experience amazing. That’s why I have created this Blog. I work in a town in the Hospitality Industry that is known for great experiences. Individuals and families come to Branson, Missouri to see and feel things they don’t feel in their everyday life. People spend tons of money to see shows that will make them forget what may have been going on at home and give them something to remember for years to come. In a town where building memories is so important to people it’s sometimes very surprising that the people who work in the Hospitality Industry in Branson don’t always seem aware of that big picture. Of course, we all want to make money, but even more importantly the key to making that money is helping people to really enjoy their experience.
I am devoting this Blog to the Service Professional that wants to bring their game to the next level, or feel they have something to offer in what they do. I don’t know everything and I am counting on the feedback of the audience of this Blog to assist me on this Journey. I am going to use examples I have experienced to point out aspects of this and I am hoping it will become a springboard to your sharing of great experiences you will have as well. In addition to that I may at times point out some of the other opportunities I have had to witness some experiences that were not so great, not to embarrass those making the mistakes, but to help us all learn. Please feel free to interact with me in this process so that we can all take this journey together and enjoy the ride.
Much of my experience in service has been in the Hospitality Industry has been in Restaurants, and Hotels. I would hope that this Blog will be something anyone in the Service Industry can use with a little application tweaking to make it fit their given situation. I have done stints in other areas of occupation in my life and so I am hoping I can find a practical middle ground for those working in Hospitals, Grocery Stores, or even Ministry. Again, this is going to be where you come in; I will need your input to make that an even better offering as time passes.My vision is something that will help us all get better, and I am looking forward to seeing how this develops and what stories may arise through the course of time to follow.
Thanks so much for taking the time to read this Blog; it is my pleasure to serve you with this vehicle your great service experiences.