- Recently I was in Los Angeles
and my team and I,
we went out for dinner one night
and we went to Korean town.
Now, Korean town,
there's a famous Korean barbecue place.
So we reserve a table,
we showed up,
it's a very interesting experience I want to share with you
because there are a couple key lessons,
key customer service lessons from there.
First of all, we showed up
and we were waiting for almost half an hour
because the place is packed.
So, I was getting a little impatient, right?
A little like, what's going on right?
Because my time is valuable, right.
Just waiting and all of us,
a dozen of us are waiting for a table.
So before going in,
I know the place is good,
but I was like,
man I don't know, just like
so my expectation was like not so good,
I know the food is good,
but I don't know how good the experience is gonna be, right?
So before we were seated,
we weren't in a very good mood, right?
And so we wanted to sit together but
because they don't have a table of that size
we were forced to sit in two separate tables, two separate.
And Jenny was like, "oh, this is no good."
So starting out, I was already like "okay, lets
"the waiter, they're not getting any tips here.
"I don't care if the food is good,
"they're not getting any tips
"because the customer service is not that good."
Now, however, once we were seated,
then you have the waiter coming
and explaining the different types of food that they have.
Now, they serve meat,
it's Korean barbecue,
they have different kinds of beef,
many, like so many different kinds, right?
Big barbecue, I don't know
like different parts of the beef
and different kinds of beef.
Very, very delicious.
Now I don't know if you know this,
but when it comes to Korean restaurant,
they give you a lot of free appetizers.
So each one of us got like a lot of
these small boats of appetizers.
So I'm like, "okay, this is pretty good."
Right, so we order the food
the waiter actually came to our table
and we have this grill in front of us,
and they would actually cook for us,
they would cut up the meat
and they would cook it
and then they would serve us
and I'm like, "okay, okay."
Now, remember, in the beginning,
my expectation was here.
You see, when it comes to customer service,
a lot of that has to do with
managing expectations,
when your expectation is like this
and everyone expects your service to be like this.
When you just deviate there for a bit,
like you're not,
let's say you have a
you run a five star restaurant, right?
People expect certain level of service
and everyone's expectation is right here, okay?
So even if your food is a little bit less quality
or it's a little bit late
or just a little bit deviate from what
your reputation is,
suddenly people are pissed off.
But, when your reputation is here,
you know, you know what I mean comment below.
Certain restaurants that you know
that they're known for bad customer service, right?
Bad customer service,
and when you go in,
you're not expecting anything
and when they give you water you're like,
"oh my god, I got water.
"This is so awesome."
It's managing the expectations
so, continue the story,
we're eating, it's great
it's awesome, like okay, it's better
and the waiter actually was taking the time
to educate us on different types of meat
that we can order.
Like, "which one? Oh, you want to try this one?
"You want to try that one?"
But then he did something very smart,
and that's what I want to share with you.
Near about 2/3 of the way,
so we ordered drinks and pops
and Desmond drinks his beer.
Right, if Desmond you're watching this.
Right, and it's good,
we're having a great time,
we're chatting, we're eating,
and about 2/3 of the way,
they would bring us free drinks
and say, "hey you know what,"
they brought along a couple bottles of beer
and they brought a couple
a lot of pops and drinks
just boom, put on table,
on the house.
Now, you don't see this in an Asian restaurant a lot,
just so you know.
I'm like, "this is smart."
First of all,
the drinks costed very little money
compared to what we eat.
We feel like, "wow, this is
"this is very nice,
"we get free appetizers,
"now we have free drinks."
But here's the thing,
by the time we were almost done eating,
even you give us more free drinks,
we can't finish them anyway.
So chances are, they'll take
this back to the kitchen, right?
So we're not consuming the free stuff,
but the feeling was very good right?
And at the end, we actually ended up
tipping the waiters quite a bit, over-tipping them.
So customer service,
what could you learn from this story?
A few things,
number one, managing expectations.
Number two is the little thing.
It's the little thing that counts.
When you have providers,
like you know, the nice small gestures.
Right, the small little things,
not the big things that people remember you,
people remember what you've done.
You go that extra mile, right?
And number three is educating your customers.
Because I always believe an informed customer
is a better customer.
So imagine we're just eating the food,
maybe we didn't order the type of meat
that would taste good,
but by educating us,
"okay if you want this kind of texture,
"you want this kind of taste,
"you want marinated, not marinated,
"you want different parts of the beef,"
by educating us,
then we're like,
"okay, this is nice," right?
And how to properly eat the meat, right?
Even, okay you mix it with the sauce,
this is what you do,
then you dip it in this,
and this how eat,
okay this is
it creates a better experience for us.
So that's what I want to share with you.
Three quick tips on how to provide better customer service.
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