While dining at a popular chain restaurant last week I couldn’t help but smile and cringe at the same time when our server Manny first approached.
Manny had poor diction, used slang almost every other word, called one of my dining companions “honey” and his overall lack of polish was so off putting you almost had to laugh. However, Manny also had many of the qualities you would want in a front line employee – a warm smile, a genuine concern for our well being and he proactively communicated throughout the entire meal. One example of this was when the line cook forgot to split our entree-sized salad in the kitchen. Manny caught the mistake immediately, apologized and swiftly rectified the situation.
This begs the question…
If you had to pick just ONE employee to join your team who would you choose:
- A polished and professional employee who is scripted and robotic in their communication?
- A warm and genuine employee who is rough around the edges?
Of course we would all hope to have our team members be both polished and genuine, but I’d choose Manny 10/10 times and here’s why…
In order to make an emotional connection with your customers, thus having them be excited to return time and time again, it requires a natural ability to engage them and empathize with them, as needed. These are very difficult things to teach.
Improving diction and eliminating slang from one’s speech pattern can be easily taught. Plus with my “Slang Match” exercise and a bit of coaching the sky’s the limit for Manny.