A lot of people have asked me the same question over the past few months: How long did you work on the book? That’s a complicated answer. The actual writing part was about four months, the editing took another three or four, and the interviewing process was a few years.
In 2015, I knew I had a good idea, and my team built a Prezi for a talk I gave in Ohio. That means this book was a decade in the making. The jump start came when the TV show The Bear swept the biggest hardware at the 2023 Emmy Awards. The hit show was listed as a “comedy,” but the intensity was more aligned with a drama, in my opinion. Regardless of the category, the results were evident as the FX program got Best Series and a slew of Best Actor recognitions.
There was one episode where the viewer gets a peek behind the curtain of fine dining and how the best of the best restaurants approach and treat customer service. I won’t ruin the show or Episode 7 in Season 2 of The Bear for you, but I will share that it contains an obvious lesson for anyone who cares for clients, customers, and patients.
Customer service is really all about service.
The Smart Play4Your Company
Although that may sound simple, it’s not.
While “the customer is always right” is a common saying (that isn’t always true), the wise interaction with all kinds of customers, clients, and patients involves engaging them with a spirit of empathy. Before you reply or offer a solution, work hard to put yourself in their shoes. Pay attention to what’s happening with them and how they’re feeling. Employ an attitude of understanding so you can understand their perspective.
The world has gotten a little crazy and people are edgier and more frustrated (and shorter-tempered) than ever; I think you simply must find understanding with a customer before you can even think about solving or fixing their troubles. Whenever you can, adopt an attitude of service as your shield and your sword. It won’t solve everything, but caring for others is the strongest first defense, and the best move offensively, when trying to help.
Leaders, empower your team to solve problems and find intelligent workarounds. But first inspire them to be empathetic. It’s a hidden trait that can be trained, strengthened, and used to drive your company and your brand forward. Like the answer to the question I have gotten so many times, empathy is at your disposal whenever you choose to use it. It’s also brand new as you grow and progress professionally. Putting yourself in others’ shoes leads to a stronger service approach and better results for your team in almost every situation.
You can pre-order Turning Tables: Everything I Needed to Know about Business I Learned as a Server here. I’ll happily autograph any copies you purchase if we can find a way to connect in person.
To learn more and to schedule a speaking engagement, visit www.brucecbryan.com.