Onstage vs Backstage

A couple of weeks ago in a post called Deliver An Excellent Experience: Make Your Customer The Star, I talked about Customer Service in terms of a movie scene, today I’ll talk about it in terms of the theater. In the theater there are only two places a actor can be during a performance, and if you looked at the title of this blogpost then you already know the answer: Onstage or Backstage.

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.