#14 Customer Service 101
Entry posted by Sofa King
346 views
"Pay attention to your customers"
That is my definition of service.
I worked in the customer service business for over 20 years, so it's something I think I'm qualified to discuss.
Do you see that guy who just walked into your bar? That's a "customer". He wants to give you money in exchange for product and service - he wants a drink AND he wants someone to "serve" the drink to him.
That customer is the most important part of any business. Without him, your business doesn't make any money. You need to pay attention to that customer.
Now, here's the Thai definition of service: Say hello, take his order, bring his order, then forget about him until it's time to pay.
Sadly, many Falang-run bars in Pattaya seem to have adopted this service standard. No emphasis on giving the customer any attention, and no emphasis on making him happy.
So, how do you make that customer happy? There are a lot of ways: Having a good product, a nice atmosphere, good service. For a Pattaya bar you need nice-looking, friendly girls. Some places have air conditioning. Some have music. Some have a pool table. There are a lot of variables.
Here's one many new bar owners seem to forget - consistency.
How often do you hear this kind of complaint:
"The first time I went there the food was great, but 2 months later it was terrible."
"The first time I went there it was open at 10 PM, but yesterday they were closed by 8 PM."
Why do you think McDonalds is so successful? Part of it is that you can walk into a McDonalds in Bangkok and it will deliver pretty much the same product, atmosphere, and level of service as a McDonalds in Iowa or a McDonalds in London.
Many people don't like McDonalds, but when you've been traveling for 10 hours and are tired and hungry and just want to get something quick to eat, most people are relieved to see those golden arches. They know what they're going to get at McDonalds.
Customers love consistency. If you make unexpected changes in your hours, or how you cook your food, or the music you play, you can expect a drop in patronage, and that means loss of money, and that's bad business.
Good customer service is about doing a certain amount of ass-kissing. Contrary to popular belief, the customer is NOT always right. Most of the time the business owner knows a lot more about his business than the customer, but a smart business owner also knows it's a good idea to at least listen to what unhappy customers have to say. Just letting an angry customer vent a little often goes a long way toward pacifying them. People like to be listened to. It makes them feel important.
Good customer service is about paying attention to detail. If you pay attention to your customers you'll notice little things that will make their experience at your establishment better. Good bartenders notice when a customer is hot, and turn on a fan without being asked, and bring him a cool towel.
You can get a beer almost anywhere in Pattaya, but the level of service is an intangible that often decides where a customer will spend his money.
Last night I went to a bar I frequent. I like it because the boss is a very sexy 40ish lady who always sits down and chats with me for a few minutes. Well, last night she wasn't there. I was disappointed, but another lady was there and she's pleasant enough, so I ordered a beer and hoped that the boss lady would turn up. "No, she no work tonight." Okay, everyone needs a night off every now and then. I drank my beer and sat there . . . and was totally ignored by the three other staff members. After bringing out my beer, they didn't even bother walking by my table and smiling or saying hello. The entire time I was there I was the only customer in the place. Their attention was completely focused on their telephones and the TV. Needless to say, I drank my beer quickly and called for my check bin. I did not leave a tip.
I would have spent more money, probably sat there for 2-3 more beers and maybe even ordered some food, if they had only given me a little attention.
It's a simple concept, but so many bars don't seem to get it.
"Pay attention to your customers."
That is my definition of service.
I worked in the customer service business for over 20 years, so it's something I think I'm qualified to discuss.
Do you see that guy who just walked into your bar? That's a "customer". He wants to give you money in exchange for product and service - he wants a drink AND he wants someone to "serve" the drink to him.
That customer is the most important part of any business. Without him, your business doesn't make any money. You need to pay attention to that customer.
Now, here's the Thai definition of service: Say hello, take his order, bring his order, then forget about him until it's time to pay.
Sadly, many Falang-run bars in Pattaya seem to have adopted this service standard. No emphasis on giving the customer any attention, and no emphasis on making him happy.
So, how do you make that customer happy? There are a lot of ways: Having a good product, a nice atmosphere, good service. For a Pattaya bar you need nice-looking, friendly girls. Some places have air conditioning. Some have music. Some have a pool table. There are a lot of variables.
Here's one many new bar owners seem to forget - consistency.
How often do you hear this kind of complaint:
"The first time I went there the food was great, but 2 months later it was terrible."
"The first time I went there it was open at 10 PM, but yesterday they were closed by 8 PM."
Why do you think McDonalds is so successful? Part of it is that you can walk into a McDonalds in Bangkok and it will deliver pretty much the same product, atmosphere, and level of service as a McDonalds in Iowa or a McDonalds in London.
Many people don't like McDonalds, but when you've been traveling for 10 hours and are tired and hungry and just want to get something quick to eat, most people are relieved to see those golden arches. They know what they're going to get at McDonalds.
Customers love consistency. If you make unexpected changes in your hours, or how you cook your food, or the music you play, you can expect a drop in patronage, and that means loss of money, and that's bad business.
Good customer service is about doing a certain amount of ass-kissing. Contrary to popular belief, the customer is NOT always right. Most of the time the business owner knows a lot more about his business than the customer, but a smart business owner also knows it's a good idea to at least listen to what unhappy customers have to say. Just letting an angry customer vent a little often goes a long way toward pacifying them. People like to be listened to. It makes them feel important.
Good customer service is about paying attention to detail. If you pay attention to your customers you'll notice little things that will make their experience at your establishment better. Good bartenders notice when a customer is hot, and turn on a fan without being asked, and bring him a cool towel.
You can get a beer almost anywhere in Pattaya, but the level of service is an intangible that often decides where a customer will spend his money.
Last night I went to a bar I frequent. I like it because the boss is a very sexy 40ish lady who always sits down and chats with me for a few minutes. Well, last night she wasn't there. I was disappointed, but another lady was there and she's pleasant enough, so I ordered a beer and hoped that the boss lady would turn up. "No, she no work tonight." Okay, everyone needs a night off every now and then. I drank my beer and sat there . . . and was totally ignored by the three other staff members. After bringing out my beer, they didn't even bother walking by my table and smiling or saying hello. The entire time I was there I was the only customer in the place. Their attention was completely focused on their telephones and the TV. Needless to say, I drank my beer quickly and called for my check bin. I did not leave a tip.
I would have spent more money, probably sat there for 2-3 more beers and maybe even ordered some food, if they had only given me a little attention.
It's a simple concept, but so many bars don't seem to get it.
"Pay attention to your customers."
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