Tag Archives: Customer Management

March 21, 2012

Outstanding Customer Service From A Restaurant! – Part Two

By Chris LoCurto
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In Outstanding Customer Service From A Restaurant! I discussed the incredible service we received at Caffe Positano on Semoran Boulevard in Apopka Florida in the Orlando area.

Because we were treated like kings on Sunday, we returned Thursday with a larger group. We had our same amazing server, and this time we got to meet the owner, Pasquale. He was an amazing man from the actual city of Positano, Italy. And while we had the same incredible food and service, this night we got to know them a little more.

As the truckloads of food started coming, I commented to our server Jesse that it must be an incredible place to work. That’s when he dropped the first of a couple of bombs on us. He told us that he was the new guy and that he’s only been there eight years. What?! Not only that, but some of the staff has been with them for 24 years. GET OUT!!! In a restaurant?! How can this be?!

The folks that have been with them for 24 years actually followed them from New York, when they moved to Florida 17 years ago. It gets better. I said that Pasquale must be phenomenal to work for. That’s when bomb numero due dropped. Jesse was in a really bad car accident years ago. Due to the lawsuit, he couldn’t buy the house that he was wanting to get into because he couldn’t get a loan with everything up in the air. (Insert my take on loans.)

Somehow Pasquale found out, called him into his office, and wrote him an $8,000.00 check, so he could get in. AND he furnished the place, no questions asked. Do you think that creates a loyal team member? The third bomb really wasn’t a bomb, it just made sense. Jesse then told us that he has three degrees and could care less about working in any of those fields. Why would he?

Instead, he works three nights a week at an incredible job, makes amazing money due to the immense amount of repeat customers, and has leadership that takes care of him like this. We experienced the customer service coming from how amazing the working environment was.

Guess who came back Friday night. Yep, you guessed it, with an even bigger group! This time we brought 13 of our folks. Problem was, we had to be taken out with a dump truck. AGAIN the food was amazing, but Pasquale pulled out all the stops this time. Here is a list of the foods he brought us:

  • Hot rolls and out of this world dipping oil
  • Salads
  • Our main dishes – mine was penne with shrimp in a lobster bisque sauce AHHHHH!!!!!

We had already planned on the best cannolis on the planet, but Pasquale brought out a tray of amazingness before with:

  • Homemade strawberry danish
  • Incredible chocolate mousse
  • Some crazy good things with chocolate on them
  • and cannoli cream to go on all of them

If that wasn’t enough, he then brought out:

  • Coffee
  • Cannolis
  • Chocolate souffle

Whew! Surely we’re done. Nope! Jesse walks by with an antipasto plate and asks if we would like to try they’re handmade stretched mozzarella. Now you would think there’s no way we would even want to try that. Wrong. It was the best mozzarella I’ve ever had!!! How can this be?! I told Jesse that he had to cut us off. Apparently that didn’t make it to Pasquale, who showed up with another tray of:

  • Italian cheesecake
  • Tiramisu
  • Orange ricotta sponge cake

This is where the dump trucks just rolled right up to our tables and took us back to the hotel. Folks, is there any question as to why we went there three nights in one week? Is there any question as to why the staff has been there so long? And is there any question as to why they have the repeat clientele that they do? With customer service like this, you get the results that they do.

Question: If you’re ever in the Orlando area, will you be eating at Caffe Pasitano? 

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57 comments   |  tags: , , , , , , , | posted in EntreLeadership, Leadership, Small Business

March 20, 2012

Outstanding Customer Service From A Restaurant!

By Chris LoCurto
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Customer service is one of my biggest topics here because it effects everyone! Good or bad, I believe we can ALL learn from how we are treated as we go through our lives interacting with each other.

Last week was one of my favorite weeks of customer service ever. I headed out Sunday to Orlando Florida with the Momentum team. We set up for our event and then went back to our hotel where we received what I call…happy advice.

We asked if there was a good place to eat, which is always a tricky question on the road, and the front desk dude recommended Caffe Positano on Semoran Boulevard in Apopka. Now, going to an Italian restaurant is difficult for me because I’m Sicilian. Which instantly makes me picky.

Let me say…THANK YOU FRONT DESK DUDE!! We walked in the door and were greeted by Louie, who was incredibly nice and courteous. He sat our group of seven down in the dinning room and made sure we knew that if we needed anything to let him know. Through out the evening Louie would come by to make sure we were having a great time. Great guy!

Jesse was our waiter, and homeboy new his stuff. He rattled off a list of specials that had everyone at the table salivating in seconds. I was in the mood for Carbonara, but there wasn’t any on the menu. I asked if they had it, and Jesse said, sure, we can make that for you. Add star numero uno to my rating!

Then Jesse brought out this garlic/parmesean/balsamic/kitchen sink dipping oil, and fresh hot rolls. He told us that we would take our dinners home once we started in on this stuff. Suuuuure we would Jesse. Three rolls each later, all seven of us guys were worried. When the dinners hit the table, there was a collective laugh, as well as many of us say, you gotta be kidding!

You see, each dinner could feed a small third world country. My Carbonara looked like a mountain of pasta the size of my head. A few of the boys got the ribeye’s, and they were the biggest I’ve EVER seen. I kid you not, they had to put them on big plates because the steaks were already the size of a dinner plate.

And taste? Dio in Cielo!!! While we were all beyond stuffed, poor Dave Nelson was in a meat comma at the end of the table. And it didn’t stop there. Louie came back around to check on us. I told that everything was so amazing, that we would probably come back Thursday. He then told us that if we would, he would buy us dessert tonight.

Seriously?!?! We don’t have room for air right now. That’s when he brought out the house made cannolis and a chocolate souffle with ice cream. Apparently, we had room. Best cannoli I have ever tasted! The whole process made us feel like we were actually dinning in Italy. Amazing staff, incredible food, best customer service of any restaurant I’ve been to.

And this was just the FIRST night! Tomorrow I will share with you why the newest team member has been there for eight years. Yes, EIGHT YEARS!! He’s the rookie!! It all has to do with the leadership.

Question: Do you think this type of service creates a loyal customer base, and have you ever been treated this way?

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37 comments   |  tags: , , , , , , , | posted in EntreLeadership, Leadership, Small Business

March 6, 2012

Marketing To Get New Customers vs. Lifetime Customers

By Chris LoCurto
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Marketing to new customers can sometimes be frustrating, costly and about as understood as the tax code. Throw in the discussion of new vs. lifetime and it gets more confusing. Do you go after new clients or do you continue to focus on the ones you already have? In Why Burger Up Has Become My New Favorite Burger Place! Joel Fortner added the following comment:

So in MC Hammer fashion, I thought I would break it down to make it easier to understand. (I’m also expecting some expert input from Joel. No pressure Joel!) If you don’t know what your Customer Lifetime Value is (CLV), you don’t know if you should be spending money on new or current customers. Now, if you only have one product, it’s an easy answer. But if you have multiple items, then you need to know exactly what each customer is doing after they have become enticed by your marketing prowess.

So how do you figure out exactly what your CLV is? There is a calculation so simple even Jessica Simpson could get it:

\text{CLV} = \text{GC} \cdot \sum_{i=0}^n \frac{r^i}{(1+d)^i} - \text{M} \cdot \sum_{i=1}^n \frac{r^{i-1}}{(1+d)^{i-0.5}},

Ok, maybe we can go with a simpler approach to it. Try this:

     Average Annual Spend

x   Length of Average Relationship

=   CLV

In other words:

     $100

x   5 Years_________________

=   $500 CLV of Average Customer

Once you have your CLV, you can then decide if you need to spend more time leading your current customers through your funnel as opposed to only focusing on new customers. You see, you have a market for new customers. There’s no doubt about it. But spending some time and resources on those playing in your courtyard might be just as beneficial. You won’t know, though, until you calculate your CLV. Give it a try.

Question: How do you see this affecting your current marketing plan, even if you work for someone else?

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37 comments   |  tags: , , , , , , , , | posted in EntreLeadership, Leadership, Small Business

November 1, 2011

Wrong Answer From A Hotel Clerk

By Chris LoCurto
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I want to do a survey. Of those of you who travel, when you stay at a hotel in a strange city, what is the number one question you ask the hotel desk clerk?

You don’t even have to answer, because I know what it is. Because you ask it in every new city you travel to. The question? “Where’s a good place to eat?” That’s it! By far, it is the most asked question.

So if you are a hotel desk clerk, what should your answer never be? “Hmmmmm… That’s a great question. I don’t really know what’s around here.” Seriously? What, were you beamed in from another state to start your first shift two minutes before I asked that question?

This is a frustrating moment not because you don’t have an answer, although that’s pretty bad. It’s frustrating because I’m the 11 millionth person to ask that question. And hotels are in the service industry. You should answer this question before I ever ask it—as soon as you hand me my room key.  “Mr. LoCurto, would you like a list of the local restaurants? I can also offer you my personal opinion as to which is the best in each category. I see that you are staying a couple of nights and wondered if you need something to do. May I also tell you where the best movie theater/park/hip-hop club/Chuck E. Cheese is?” (Okay, maybe just stick to the movie theater.)

As a leader and entrepreneur, this is the kind of response that makes me think, “What the heck does my team do that is just like this?” In what areas does my team not super serve my customer? Heck, what is my teams’ number one question, and can everyone on the team answer it—not just with an answer, but with the best answer?

As a leader, you’re probably not the person on the front lines. Therefore, you have to get information from those folks who might not provide your customers the same level of service you would. And if you’re not big on customer service yourself, please find someone who is!

If you want to take your company’s customer service up a notch , do these three simple things:

  • Survey your team members. Start by asking your team to list the five most common questions they’re asked. How do they answer those questions? Then ask what are the unanswered questions? Get your team involved in finding out what’s wrong with the customer experience.
  • Survey your customers. Don’t be afraid to ask your customers how they’re being treated What do they love about your service? And what absolutely drives them crazy?
  • Be your customer. I believe every leader/owner/salesperson/customer service rep should personally go through every aspect of their company’s customer service process. That’s the only way to get a true feel for the client experience.

If you will always focus on doing a better job of taking care of your customer, you can spend less time worrying about how to get them back!

Question: How would you keep you team from responding like this?

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27 comments   |  tags: , , , , , , , , , | posted in Leadership, Small Business

August 23, 2011

Oh, so now you’re nice

By Chris LoCurto
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I’ve noticed a trend at restaurants lately, where some of the servers are going out of their way to be nice…when they hand me the check. It’s funny because it seems like the person who gave me the bill is not the same individual who served me throughout the meal.

I’m not saying they were bad servers or  are mean or anything. They were actually all good. However, when the checks were dropped, I received comments like, “Have a fantastic evening, sir.” These remarks were normally said with an over-the-top tone that was nowhere near the one used to ask me, “You know what you want” So the question is: Has someone started teaching servers that the last impression is the one that gets  them a tip?

If so, someone fire that guy. Each time it has happened to me lately, I adjusted the server in my mind to a bad salesperson. Why? Simply put, if they could be that unbelievably nice at the end of my meal, why weren’t they that way the whole time? In fact, if that was the case, I would have given an extra tip! I can’t help it. I love happy, can-do-anything kinds of servers. It’s probably because I was a waiter once, and I understand how easy it is not to be nice. Consistency should be the goal. Let me think you’re always nice, not just when you want a tip from me.

A classic example of “doing it right” is Chick-fil-A. Every time you enter a store, you are treated consistently well from beginning to end. The staff is courteous and respectful. When you say, “thank you,” they always follow it up with “my pleasure.” That’s the kind of customer service that makes you want to tip big!

Interestingly enough, the wait-until-the-end phenomenon isn’t just for servers. In fact, you’ve probably noticed it in several different places. How about the rude receptionist who suddenly realizes you might actually say something about them to the person you’re meeting with? All of a sudden, they are as sweet and as interested in you as they can be.

To me, the issue is people not going the extra mile to make all customers feel amazing through the whole process of the transaction. There may be a ton of good reasons that they aren’t “feeling it” that day, but none of them matter in the eyes of the customer. All they know is the experience with that person. And that can be the difference on whether the customer returns or not.

As leaders, it’s our job to make our team successful. Part of that is ensuring they have all the tools necessary to do their job, including instruction on serving customers each and every time they interact with them. Be excellent in the ordinary. The goal is not to shine when the moment is right. It’s to shine the whole time. Then, every moment is right.

Question: Have you noticed the same actions happening? If so, where?

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August 18, 2011

Why Your Time Is So Important

By Chris LoCurto
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Without customers, your business doesn’t exist. How about that for an opening sentence? You can make the greatest product in the world. If nobody buys it, though, you’re going to have a lot to give family and friends at Christmas.

Therefore, you need to take care of your customers. Make sure you always go above and beyond to show them their patronage is greatly appreciated. In Do You Really Care? I discussed how the smallest touch can tell your client how much you are focused on them instead of the bottom line.

But what happens when your product is in high demand? If you’re Apple, for example, then it’s easy. You continue to create a great product that causes demand through scarcity and urgency. It keeps the customer always coming back for more and willing to wait on the next latest, greatest thing you produce.

However, there are some high-demand businesses that have forgotten part of what customer service is all about. Take the medical field, for instance. I completely understand that if I’m sick, I need a doctor. If I’ve done a bad job taking care of my weight, I probably will want to see someone about my blood pressure.

What I find annoying is the treatment of their customers by so many working in the medical field. Somehow, it has become standard to set appointments with patients, and then leave them sitting in a waiting room for potentially hours. How is that OK?

When did it become acceptable to treat someone that way? Did they forget the people in the waiting room are actually paying for the visits? Well, you don’t understand, doctors are very busy, and it takes a lot of time with each patient. Great, then schedule accordingly. If you’ve been practicing for any length of time, you have a clue how long the issue at hand should take.

What’s my point? Imagine what would happen to your business if you did the same thing to your customers. Now think of something you do that is not up to the highest standard, simply because it has become acceptable. It used to be OK to have a drive-through line a mile long. Now, businesses like Chick-fil-A are realizing it’s not good enough, so they have team members out in the parking lot taking orders to speed things up.

Why? Because they understand that without the customer, they don’t have a business. And when a patron sees a line that will take most of their lunch hour, they’ll go somewhere else. It’s that simple.

Question: What are some of the fixes you see that businesses can make?

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August 10, 2011

That Changed The Way I Brag About You!

By Chris LoCurto
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Recently, Ken Munday, Teresa Duke, and I were in California to speak to pastors about one of our upcoming events. (Side note: One of the coolest things about the trip was being able to speak in the church where President Ronald Reagan attended.)

While the pastor luncheons went really well, one meal didn’t. It’s when we ate at a fast food restaurant. I know. I know. What am I doing eating this type of food? Well, there are a couple in California I try to visit if I have a chance. I just can’t resist. One is a popular burger joint that always has the greatest customer service – until this visit.

We were in Bel Air and plugged this restaurant into our GPS to find the nearest one. I didn’t expect to locate one in that part of town, but there it was. At 2:30 p.m., the drive-through was slammed, so I went inside. I found the same great customer service I’ve always expected. I placed my order, and the cashier read it back to me in exactly the same way.

After a few minutes, they called my number and out the door I went. I was in a hurry since I had left my colleagues in the car in what might have been a potential tow-away zone. Shhhh. Because of my haste, I didn’t stop to check everything in the bag. I ran out the door, got in the car and left. Ken immediately noticed my burger was missing. My fries and drink were there, but sadly, no burger.

I quickly turned around and jumped in the drive-through line that was slightly shorter than before. In great customer service fashion, they had a team member outside going car to car taking orders to speed up the process. Again, great job! When he walked up to our car, I explained what had happened and asked if they could bring one out to me.

Here’s where I was surprised. He then asked for my receipt. Again, something I should have checked when I paid. Was my burger on it? Nope. But since I heard the cashier read the receipt off to me, I didn’t think about it. He radioed in, and they said that I would need to buy another burger – and go through the whole line to get it.

Now, I have absolutely no problem with their actions. I should have checked their work to make sure they did it right. The issue for me is I wouldn’t have handled it that way, nor would my team. We would have quickly assessed the situation and brought a free burger out to the car for the customer’s trouble. It’s not about losing the sale of a burger, it’s about keeping that customer coming back.

Culture is more than a bottom line. In fact, I believe culture creates a bottom line—or at least a bigger one. But without the customer, there is none. Will I stop going to that burger joint? No. But I guarantee I would be more excited to go in the future if they would have taken care of me this time.

Questions: If a customer of yours orders a gross of your widgets and they came up a few short, how would you respond? Would you charge them for the extra or would you just make it right? Have you given your team the authority to make it right or would they have to “radio” it in?

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July 19, 2011

How to retain your customers

By Chris LoCurto
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If you’re anything like me, you love great customer service. There’s no feeling like leaving a business when you have been taken care of. It sticks with you all day, and you can’t help but let others know.

Recently, I had one of those experiences. I’ve been taking my cars to Christian Brothers Automotive for a couple of years now. Mainly because they do a great job, but also because of their customer service. I feel like I can trust them to do high quality work, and they won’t take advantage of me. A trait you don’t find in a lot of auto repair places.

This past week I had an issue where a clip on one of my brakes was cutting into the back side of my rim. How fun would it be if it to cut all the way through the rim on the freeway? So I took it to CBA, explained my situation, and Marvin told me he would get right on it. I needed a ride back to work, and their normal driver was already taking someone else. Yep, they actually have a car service that will pick you up or drop you off.

Since the regular guy was out, the owner, Darleen Reese, jumped in to give me a ride. Now, there’s a whole other post right there about how, as an owner, you have to be willing to do what you ask others to do. In fact, I just so happened to write about it in Exclusive – Dave Ramsey Unloading Trucks!

Now, I have a high appreciation for women succeeding in business. So the drive back gave me a great opportunity to “interview” Darleen without her knowing. :-O Here’s some of our discussion:

CLo: How do you like running an auto shop?

DR: You know, it’s difficult from time to time trying to make sure nothing goes wrong in the shop. So it’s a lot of work. And I’m not the kind of leader who just sits in her office waiting for something to happen. I’m in the shop with the guys doing whatever is needed. What really drives me is I love to take care of people. Like when someone on a trip has a breakdown, and they call not knowing what to do. Being able to help them and take care of them excites me.

CLo: For years I have helped women not get taken advantage of at a repair place because it is so common. And with most women, getting your car fixed is intimidating. I bet women feel safe coming to your shop?

DR: Oh yeah. They see that I’m there, and you can see them relax. Once, a guy came into the shop and said, “I purposefully sent my wife in the other day to see how you would treat her. You took such good care of her and didn’t take advantage of her that I’m going to use you to work on my car.”

CLo: HAHA…that HAS to feel good!

DR: It really does.

CLo: By the way, I talk about you guys each time I teach EntreLeadership. Now you’ve given me more material.

DR: Oh! Well thanks! I’m glad I could help.

And that is why Darleen continues to receive my loyalty. Not just because they do a great job with my vehicles, but for the simple fact that what they do is bigger than themselves. They don’t just turn a wrench; they protect the single mom who knows very little about cars.

Question: Where have you seen this kind of customer service?

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May 24, 2011

Did You Really Ask That?

By Chris LoCurto
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From time to time I like to talk about tipping. Why? Because it’s the subject that keeps on giving. In Uhhhh, Tip Please I talk about how anyone who’s ever worked as a server tips well. You can’t help it. Once you’ve experienced what it’s like to be treated like a lower-class person by some ignorant…ok…calm down…you understand the need to never let anyone think that’s how you feel.

Anyway, that’s the reason I always tip well. In fact, I start everyone off at 20% , and you really have to mess up for me to drop from there. Even if you do, I still wonder if you’ve just had a bad day. The only thing I really don’t like is you telling me you can’t do something. Worst case, tell me that you’ll check on it, but first answer should never be no. There will always be some unreasonable requests, but you should still make the customer feel like you’re trying to accomplish it, even if you can’t.

With that in mind, last Monday night I was having dinner with a bunch of EntreLeadership attendees at a nice steakhouse. The service was really good, so I don’t want you to think I’m going to slam our guy. But as we get to the end of the meal, our server brought one check and set it down. The problem with that is we needed it split like five ways. On top of that, he never asked us what to do with the check(s), he just brought one.

I quickly apologized, ’cause I could have said something earlier and asked if he would split the check. His response was, “Ohhhhh, you want it split?” To which I said, “That would be great, thanks.” Now, I recognized by the way he answered that he didn’t want to take the time to do that. So in an attempt to not go the extra mile he said, “Hmmmm, how do you want to do that, like by percentages?” Percentages?! Seriously? “No sir, by how we came in. How did he respond? “I’ll see what I can do.” He turned and left to…see what he could do.

At this point I was thinking, “Someone’s working on his tip!” Now, again, he may have just been having a bad day. But if he had, I’m sure we would have seen it come out during the meal. And to be fair, it’s not like he was being rude or a jerk, he just wasn’t taking care of his customers at that moment. The answer should have been a quick, “Sure! Absolutely!” It wouldn’t have hurt our feelings if he would have taken responsibility for not asking in the first place.

Again, we had really good service until that moment. And it wasn’t enough for me to change my tip at all. But it sure was enough for me to write about it.

What areas are you falling short in when it comes to customer service? What about your team? Keep in mind that a happy customer will not only tip well, but most likely return for more of your amazing service.

How would you have handled this situation if you were the server? What if you were the customer?

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May 5, 2011

Seth Godin Gets It!

By Chris LoCurto
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Not that you really needed me to tell you that. But in The $20,000 phone call Seth posted about one of my biggest pet peeves. The front line of a company that greets the public, but is so indifferent to their job, company, leader, etc. This is the person that when you engage them as the first impression of a company, they don’t go out of their way to take care of your needs, they treat you like you’re an inconvenience to them, or they engage you and let you know how bad their day is going.

It frustrates me for two reasons. First, how do you not understand that your job is being the public face of your company. Or maybe you do and you just don’t care. If it’s the latter, what are you DOING there?! Why would you waste another day making yourself miserable? Especially when there are people out there that would kill to have that job.

Move on and find something that makes you happy! Chances are that I’ve already made that person mad and they’re no longer reading this. So if you are still reading, you’re probably the leader…or some crazy stalker chick. Either way I’m flattered.

Second, what leader has that little grip on what’s actually happening with their customers? How is it possible to allow someone to affect your livelihood in such a negative way? Well, it’s called being busy. Unfortunately, too many times in leadership we get so busy with what we need to do that we completely miss out on what’s most important. Happy customer, continued business.

So what do you do if you’re the overworked, tired, stressed out, lazy leader? (Ok, lazy was more to see if you’re still awake.) You fire yourself! Or…try the following:

  • Be Your Customer – I can’t ever seem to stress this enough. Many times in EntreLeadership I discuss the importance of actually walking through your company as though you’re the customer. Not just calling a meeting and asking what people experience, get out there and surprise your team and yourself. It’s the only true way for you to get an understanding of what’s going on. Have family members, friends, or business colleagues that you trust, and that have never visited your operation, come and be a customer. As you do this, you’ll find both the issues, as well as the opportunities. Yep, it’s not just for finding problems anymore!
  • Train Your Leadership – You have to be working with your leaders on a regular basis to spot check your customer base. Constantly be getting updates as to what they’ve done to insure excellent customer service, as well as how they’re ensuring its success. Being as busy as you are, it’s a good chance that so is your leadership team. Therefore, what makes you think they’re on top of the front line? You have to inspect what you expect. And don’t just take their word for it, get out there with them and witness it. Too many leaders trust solely in their leadership team and forget that they are human.
  • Survey Your Customers – If you ask them, they will tell you. (Said in the voice from Field of Dreams.) Split your customer base up into small segments of long time customers, mid range, and brand spankin’, and ask them to tell you how well they are being treated. I know, I know…this seems like a ton of extra work. But let me ask you a question, how much more work is it to replace the customers you keep losing due to your team running them off?

As you do these, you may be really surprised at the results. Worst case, you find that you have a lot of areas that you need to work on. If so, you’ll find you have a lot of customer growth opportunities. And that my friends, is never a bad thing.

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