Everything that happens Onstage is purposefully designed for the complete enjoyment
of the audience. Every place that an actor stands, every where that an actor
walks, every word out of the actors mouth, even the actor’s hand gestures are
designed with the audience in mind.
It isn’t until they leave the stage that an actor even
thinks of tending to their own needs. If they need to get something to eat or
drink, they do that Backstage. If they
need to adjust their wardrobe, or smoke a cigarette, or check their email, they
take care of those things Backstage.
Basically, Backstage is where
the actor does anything they want to do that doesn’t have to do with their
audience.
So why have I spent three paragraphs talking about the
theater…? Because the same rules should apply in your place of business.
Everything that takes place on the floor should be for your
customer’s benefit. You shouldn’t be taking care of YOU on the floor. That
would include but may not be limited to eating, drinking, chewing gum,
sleeping, spitting, picking your nose, and watching the latest viral video.
(Yes, I’ve seen all of this and more right in front of customers.)
Let
me say it again:
When Service Superheroes are Onstage,
everything they do should revolve around the customer.
If you’re behind the counter having a conversation with a
co-worker and a customer comes up, stop talking to your buddy, and start
talking to the customer. “Are you enjoying your stay?” or “Is there a question I could answer for
you?” You can always pick up the
conversation with your co-worker later.
One last time, if you are on the floor, you should act like
you’re Onstage performing in front of a
live audience, and everything you do should be geared towards relating to and
pleasing your customer.
Tune in next time for more adventures from a Service
Superhero.
Remember, I can transfer my abilities, or Superpowers, to
anyone that truly wants them. Let me know if you'd like to set up a training
seminar for your service team, so you can begin to deliver "Superhero
Service" to each and every one of your Guests.
If you agree or disagree with anything I’ve said here, or
would just like to share a Service related story or insight, I'd love to hear
from you. Please post a comment below.
