Yesterday I had a business lunch at a really great Italian restaurant here in Richmond. Not only does it carry a full menu, but it has daily specials that include salads, soups, pasta and fish. There is no way that you are going to go away hungry or find something that won’t suit your appetite.
While their product is very good, what I admire and appreciate about them is how they sell. Yes, sell! Here’s what I noticed:
Greeting: In sales first impressions count. Heck, in life, first impressions count! So when you enter this restaurant they have two hostesses. While one hostess may be seating people, answering a phone while looking at their layout to see what their seating chart looks like, the other one has eyes on you as you enter the restaurant. Professional and personable. Check
Seating: Timing is everything, as “they” say. Once you are seated, a slip of paper is set on the edge of your table. It is not very noticeable except to the server. This notifies the server that you are new, have just been seated and that you need your drink order taken. Servers have two minutes to complete the pick up of this slip of paper. Efficient and systematic. Check
Ordering: Options are presented, specialties are suggested. All along the way, updates are given as to the timing of the meal arrival, replenishing of beverages, bread, etc. Managed expectations. Check.
Our server: Upon approaching the table, he overhead some birthday chatter and jumped in to say that the birthday month we were mentioning was fantastic as his daughter was born in that month. A positive comment, a personal connection. At the end of the meal, he confirmed that we enjoyed our experience. Then he commented that if we enjoyed his service, we could also find him at another establishment in town. Upselling service, planting other options. Check.
So, how about you? In your daily routine can you check the blocks for these key points along your sales process?
· Professional and personable
· Efficient and systematic
· Managing Expectations
· Upselling for other options
Being consistent with the above guarantees a uniform customer experience. It also structures a repeatable (hopefully positive) experience. In serving up the above points in each of your sales presentation, your confidence grows, the experience is repeatable and your sales and referrals will grow.
And, isn’t that what we all want? Now, onto dessert.
