While working for a client in Las Vegas, I dined at the bar in the well known hotel’s steakhouse.
Both bartenders were busy and I respected that. When they asked for my order, they were professional but very matter of fact. I asked a couple questions about recommendations and their responses were to the point and marginally helpful.
Twenty minutes later two others came in and sat next to me at the bar. They were obviously good friends with the bartenders. The energy and enthusiasm of both changed dramatically.
The bartenders were effusive in their greetings, quick in getting their orders, making suggestions and chatting. They were no less busy than before, but they were able to make time for their pals.
I wondered how other patrons would have reacted–and tipped–if the two bartenders had treated them more like friends than customers. I don’t want to be the bartender’s or the server’s friend, but its enjoyable when you get the same attention and warmth.
I asked Fred Shea, a.k.a Fred the Postman, “How do you take such great care of your customers?”
His response: “I don’t think of the people on my route as customers. I think of them as friends, and it is easy to take care of your friends.”
If you want to improve your service delivery, just treat customers like friends.