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Customer Service Training: Principles Over Procedures | Food Sign with Seagulls

Customer Service Training: Principles Trump Procedures

Last week, I went to a national “market” restaurant to grab a quick lunch. I do not go to this chain often but have been an infrequent customer since I discovered it back in 1993. So, I have a bit of a long term perspective on its business and its customer service.

In the past year or so, the chain has impressed me with their customer experience initiatives. Here are some of the initiatives “The Market” seems to have adopted.

  • Real plates and silverware have replaced paper and plastic.
  • Trash cans have been removed from the dining area; employees bus your plates at the end of the meal.
  • Employees make eye contact and welcome you when you walk through the door.
  • An employee walks your plates to your table for you after you checkout.

This last initiative is in some ways the most impressive — but it is also the one that inspired this post.

Customer Service Procedures Are Not Enough

As I was checking out with my food, a gentleman wearing a headset picked up my plate and asked me where I would like to sit. I was still early in my transaction with the cashier and told him not to worry about it.

He held onto the plate. Read More