I had the opportunity to meet a dear friend for dinner at a local steakhouse near my home. As we were seated, Danny Devito's twin greeted us. Oscar aka Danny took almost 25 minutes to return to our table taking drinks and our meal order. Mind you this was not a very busy evening, but you could tell from the moment we were seated Oscar did not want to be working.

During our order I desired one of two choices: fish or steak. Naturally I asked Oscar which he believed best. His glib reply, "Well this is a steakhouse". My friend and I were aghast but continued our meal.

No one needs to be treated disrespectfully whether eating a meal or simply sitting in the waiting room of a physician's office. The fact is that customer service is a vital aspect for each business; product or service.

Here are some thoughts for sales professionals, managers, and business owners.

1. Smile - The first thing consumers see when they are getting serviced. Ensure there is a smile on every agents face. When was the last purchase you made from David the Depressed?
2. Enthusiasm - Smart people like, smart-ass people can live without. If your people do not like what they do, ask them to leave.
3. Engaging - Service does not have to look similar to Thanksgiving Dinner with the family but it does require being genuinely interested in others. Ensure conversations occur.
4. People Make a Difference - Hire the right people for the right job. Clearly Oscar had no business waiting tables on a busy Saturday evening.
5. Check your Baggage - Like you there are good days and bad days, everyone has them, however consumers do not care. Leave the misery and angst at the door; service everyone equally and respectfully.

2009. Drew Stevens PhD. All rights reserved.

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