When in Doubt, Let the Customer Choose

My wife and I stopped for dinner at Famous Dave's the other night. It's one of our favorite spots for a casual bite and we had a pretty average dining experience. When the server brought our check she placed it on the table and said "I wasn't sure if you wanted one check or two. I just put it on one."

It wasn't a problem (double charging me for my drink was a problem, but that's a different blog post). I was expecting one check, but her statement begged the question: "Why didn't you simply ask?"

Customers, in general, like having a say in how they will be served. Giving customers options or asking customers what they prefer is a good thing. I often train Customer Service Representatives (CSRs) who serve customers on the phone and face situations in which an answer may take some investigating. CSRs often find this to be a "deer in the headlights" moment and struggle to know what to do. Do you place the customer on hold? Do you try to make small talk? Do you tell the customer you'll call then back? Do you just leave the customer sitting there in "dead air?"

Why don't you simply ask?

"I'm sorry, Mr. Customer, but I'm going to have to look into this and it is likely going to take a few minutes. Would you like hold or would you like me to find the answer and call you back?"

Asking the question places the customer in a position of control and sends the message that you are deferential to his or her needs and wants. The next time you find yourself wondering what you should do, try asking the customer what he or she prefers!

Comments

[unknown]

what does the phrase "deer in the headlights" mean really?

[Terry Miller]

I agree in general with the intent of your message but if you are a frequent of Fameous Dave's, as am I, you know the waiters are friendly and like to joke around with their customers. Are you sure she wasn't just teasing you?

[Tom Vander Well]

I know what you're talking about, Terry, and I'm quite sure she wasn't teasing. My wife, speaking from years of serving and bar tending experience was convinced that the server was new at her job. Good question, though!