In training today we watched an informative and artful video entitled “The Guest.” It featured a charming, eloquent, clever and charismatic main character, Ken, who began his commentary in a local greasy-spoon-type diner. The waitress, Shirley, was an exemplary customer service representative who put the guests at ease with her folksy, down-home hospitality (read: had a wicked cheesy southern accent). Ken wished Shirley sold life insurance.
Several vignettes demonstrated examples of alternately excellent and mortifyingly bad guest service. In one, a party hostess (dressed in black and with too-dark lipstick) beat her guests about the head with a platter full of assorted candies and confections. That would never have happened in Shirley’s diner! In another scene, Ken was anxiously waiting for his bank teller, Nancy, to address him by name. He is hopeful that she will do so when presented with his driver’s licence (after failing to read his name off the deposit slip and check he handed her). Alas, after a careful study of Ken’s license, all Nancy has to offer is “Have you gained weight?”
Watching this video changed my life. I now know that beating customers guests and commenting on their obesity is not a good idea. Good thing I wouldn’t have been able to do that anyway, since our guests will be visiting us via telephone, and dessert platters will be unable to reach their thick skulls (or greedy mouths) no matter how hard we try!
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