We often get follow up letters from participants who have taken our courses. They tell us how information they gained has been helpful to them. Recently we got this one from the General Manager of one of Toronto's most popular restaurants who had taken our four evening course..
"A guest was upset because she felt her fish wasn't cooked properly. (We cook our fish to medium rare, and often guests prefer it cooked all the way through) She was fairly upset. I listened intently as she explained the situation. (I was already fully aware as the server gave me a heads up which gives me time to work on how I will handle the situation before I approach the guest) I met her aggressive approach in an assertive fashion stating "I really appreciate you bringing this issue to my attention, direct feedback from our guests is very important to what we do here. I propose we have the kitchen cook your fish more to you liking, or alternatively, I could have them prepare another dish for you if you would like." She chose to have the fish recooked. Notice that I didn't ever apologize for how the fish was cooked, as it is our "policy" to cook it to medium rare, that would have been a passive response. I could have taken a more aggressive approach by explaining how and why we cook the fish in that fashion, but I realized that what was required was to offer her a solution and put her in control of making the decision that was right for her. I personally returned her fish to her and followed up to make sure it was prepared properly. I also made sure to personally walk them out as they left the restaurant and again thanked them for bringing the issue to my attention so that I could help to make their night more enjoyable. Another guest who was sitting beside them mentioned that she was impressed with how I handled the situation.
I have since seen that same couple in on another occasion, they approached me directly, called me by name and chatted for awhile. I feel like we have generated a customer for life.
Thanks."
I have since seen that same couple in on another occasion, they approached me directly, called me by name and chatted for awhile. I feel like we have generated a customer for life.
Thanks."
There is a myth that Assertive Communication is about learning how to get our way - to take control.
It isn't, as this example shows. It is about, not only inhancing our effectiveness, but establishing relationships that make for a more harmonious workplace no matter the setting.
See Training Page for information on how to join one of our series, or bring our training to your workplace.
See Training Page for information on how to join one of our series, or bring our training to your workplace.
