“We’re out of orange juice. Can I get you something else?” – asked our breakfast server at 8am on a Tuesday morning at our full service hotel’s restaurant.
I didn’t want cranberry juice or grapefruit juice (their suggested substitutions), and figuring I’d stick my neck out for others who’d also want OJ, I restated my desire for OJ. Politely, of course.
While ultimately, our server found oranges behind the bar and made me a glass of fresh squeezed OJ, I want to lift up that when interacting with customers there is usually more than one way to solve a problem. And they aren’t all created equal.
I often use a bad, better, best model as a training tool to determine which strategy would make the customer happiest.
Using the scenario above:
Bad: “I apologize, we’re out of orange juice.”
Better: “We’re out of orange juice. Can I get you something else?”
Best: “I wanted to let you know that we are currently out of orange juice, however I’m working on a solution. Please give me a few minutes. Can I get you something else while you are waiting?
While I was impressed that my server ultimately made me a glass of fresh squeezed orange juice, it was because I was relentless and wasn’t satisfied with the alternative juice options. Had I not politely pressed, it wouldn’t have happened.
The best scenario above is the only one that is “Five Diamond”, showcases an employee having a take charge mentality, and creates a memorable moment.
Let me help your team be their best.