“We have two ears and one mouth so that we can listen twice as much as we speak” (Epictetus).
Listening is a part of customer service. The act of comprehending and engaging in the message’s purpose is crucial when taking an order from customers and directions from colleagues. The customer, your colleagues and yourself are left to inevitable failure in the customer service experience if directions are not followed.
From the customer viewpoint, having a server or bartender provide an incorrect order wastes your valuable time. The server needs to be attentive to what you are trying to tell them. So how do you know if they are listening? A simple but uncommon way of telling is by saying something they wouldn’t expect. For example if they say, “is there anything else I can get you?” casually reply, “Yes. I’d like a scotch and water, hold the scotch.” It’s unusual and should catch them off guard. The purpose is to receive the best customer service possible from that business. You deserve it.
Listening is valuable for the teamwork experience with Food and Beverage colleagues. Comprehending the orders and directions needed are a part of the listening process. Not listening leads to bad customer service. For example the order can be wrong or an employee makes a timely mistake which leads to the frustration of the customers and the staff. You see how listening to the message is necessary to the success of your team? The value of customer service depends on it. A helpful hint is to carry a pocket note pad to take notes on.
When have you had an experience where your server was obviously not listening? Did they handedly mess up the order? Leave your experience below.