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Customer Service….Good and Bad December 13, 2012

Posted by trainingsolutionshlc in Uncategorized.
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This goes under the category of what were they thinking.  I want to tell you about 2 recent restaurant experiences and why I have no interest in returning to one.


Today I had the chance to have lunch at the Watermark in Ventura www.watermarkonmain.com I had seen the menu and knew it was only open for lunch Tuesday –Friday.  This was a special thank you lunch for the work a group of us do for WEV www.wevonline.org Thrive in 5 


Our reservation was for noon our orders were taken at 12:10 and the meal was served at 1:15.  During that time we received a plate with 5 pieces of bread for the 5 of us and butter, nothing else.  After an hour we were told they were backed up due to a private party of 15 eating in the balcony area and boy were they loud.  Nobody downstairs was really being tended to. I guess we weren’t as important.  They could have brought more bread or even offered wine. We finally got our food which was average not great and 4 of us were served and we waited 10 more minutes for the 5 person to get food.  They were very fast at removing plates as soon as we were done.  They offered to give us free desserts which we decided not to take as it was now 1:45 and we had to get back.  We asked to take the dessert amount off the bill which would have been $35 minimum (they only had 2 desserts on the menu)  instead they removed the beverages 2 iced teas, 1 diet coke, a coffee and an espresso which, again  took time to serve.  I was so disappointed and although the décor and ambiance is interesting, I won’t be heading back there any time soon if ever.


Now compare this to Stefan’s LA Farm www.stefansrestaurants.com  on Olympic in WLA.  I belong to a consulting group that uses the private room for our meetings.  (We used to go to the sports club but since they were remodeled as Equinox and now charge room charges and higher food fees we won’t be back there quickly).  In October Stefan came into our meeting at the end and thanked us for coming to his restaurant.  And for our next meeting there he would create a 7 course tasting meal just for us. The food has always been unique and delicious but this was outstanding.  Their service is great we always have plenty of whatever we need including rolls and even bread plates and butter knives for each of us, which they did not have at the Watermark. 


How are you treating your customers?  Yes there can be issues to deal with but it’s not the customer’s fault for your poor planning or delivery.  What do you want your customers saying about you?

Passion In Business December 6, 2012

Posted by trainingsolutionshlc in Uncategorized.
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I was watching Shark Tank the other night and was fascinated by some of the comments.  First let me say if you haven’t watched it and you are or are thinking about becoming an entrepreneur it is a must watch.  If you are seeking investors it is mandatory.  They ask some very insightful questions and if the people can’t answer them there is a problem.


In the episode that got me thinking about this blog, two young men had a start up company selling men’s neckwear on line.  Because of his success in fashion including ties, Daymond  John was assumed to be the shark to assist them.  After the two men left Daymond was asked why he didn’t help.  His response was they had no passion about the business they were starting.  Wow!  


I bet you could name several people you know who are in a business not of their choosing, whether they own it or wok for someone else, and they have lost the fire, the desire for success.  How about you?  Do you still love what you do?  If not why not and what will you do about it?


Just as an aside the same way people create perceptions about you by the way you talk on the phone, (if you are smiling you sound much better), they also make assumptions by your attitude.  I have 2 clients in similar businesses one is upbeat and always smiling the other smiles way less and appears so serious.  Guess which one is doing double the revenue of the other.  People notice the passion you put into your work.  They notice how you react to customers/clients.  They notice how excited you get about your work and they want to share the feeling. 


If you aren’t feeling it, how did you lose it? Are you spending too much time on the operations instead of focusing on the reason you went into business?   Are you feeling there is nobody you can talk to who will understand??  Your success and sanity are important. Identify what you can delegate.  Carve out time to just be, even 15 -30 minutes where you are not allowed to think about work, and no that is not when you are sleeping but naps are good.  Sit someplace outside your work where you can just observe life.  Get involved with a mastermind group to share ideas and solve problems. It’s not a bitch session but a time when you can talk to people similar to yourself and compare notes and learn from each other. 


Your dreams deserve to have the passion they need to succeed.  Besides, happy passionate people often make more money.