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Waiting tables is an art: 4 veteran LA servers who know
Mar 19, 2009

This article  in the LA Times is a perfect follow up to yesterday's "In the News" post on Home Depot returning to a personal service approach to customers.  Personal interaction which allows for an emotional connection with those you serve is at the center of my belief system when it comes to Service Excellence. The personal profiles in this article celebrate the significance of Service Excellence and reinforce once again the importance of the personal connection.  Each waiter exudes the wonderful traits that lend themselves to meaningful interactions? Someone on LinkedIn asked the question of our  group today: "Will touch screen ordering replace servers?"  My response? Hardly in restaurants that strive for loyal customer retention.

The Times article is a nice read; the points on personal service are no surprise;  common sense guides these servers' behaviors; pride and caring for those they serve provides their motivation. Here are some quotes:

  •  "Good service is a craft; it is my profession."
  •  "Waiters who are gracious know how to make you feel well taken care of."
  •  "Remember the origin of the word TIP; To insure prompt service."
  •  "I respect the staff, the kitchen; its how I get customers what they want."
  •  "The answer is yes; what is the question."
  •  "Return to the table to correct displeasure."



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"How You Do What You Do", by Bob Livingston

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