Not as a “customer” but as a “person”

                  『The bible of the restaurant』

Chapter 3 

Not as a “customer” but as a “person” 

お客様としてではなく、一人の人間として接する 

 

The ultimate service is simply to fulfil the biggest desire that a person has. So what is the biggest desire that a person has? 

It would be "Acknowledgement of your existence as a person." I think this desire will be fulfilled by treating “customer” with respect as a “person”. Well, what exactly does it mean?  

To put it in easier words, 

“Treat customer with the same attitude towards your closest seniors in your school days” 

If you were a member of group activities or some kind of committee in your school days, I think you can understand it well. When you talk with your closest seniors, you speak casually. You do not use formal vocabularies but the love and respect is within your words and attitude. You have natural smile and honest facial reactions when talking with them. And the most important thing is that these love and respect is coming out from your heart and soul so opponent can “feel” it easily. Not only the kind words that come out from your mouth, but your love and respect from your heart and soul will surround the opponent and the atmosphere around you.  

I am sure that you have come across this situation or felt this way also in your life. When you are having conversation with your teammate or close friend or family, I am sure that you feel love and respect from their heart.    

This “feel” is the key point. Customers are actually “feeling” your service. Of course what customers “see” and “hear” is also important. How the restaurant crew is dressed up, how they are working, cleanliness of the restaurant, the music in the shop, etc.… These factors are also important for customers to judge the restaurants’ quality. But the critical decision toward the restaurant is made when customer actually “feels” the service from the restaurant crew. 

The moment customers are treated with gentle and kind tones, customers will be impressed. The moment customers “feel” love and respect from service crew/kitchen crew, customers will be touched by your ultimate service. It is crews’ “good humanity” that creates ultimate service and this comfortable atmosphere for customers. And a restaurant with crews who can create this love and respect fulfilled atmosphere, will have a great bright future.    

『The bible of the restaurant』

https://amzn.asia/d/idWhbzB

(Amazon Kindle)

 

『Author』

Mr. Masayuki Sato

Japanese restaurant consultant. Spent his childhood in Texas, USA. Over 25 years of his hospitality industry career started during his high school age in Japan. He gained his experience in many of 5 star hotels, resort hotels, fine dinings, casual family type restaurants, bars, night clubs, wedding halls, banquet facilities, etc. He has become a successful restaurant producer by gaining professional skills through his career managing many of places, creating operation manuals, implementing efficient operation system and establishing new restaurants. Believing that the biggest asset in hospitality industry is “human resource” his consulting style is very unique and concentrating on creating a strong professional team by training members. Mr. Sato says “The success of the restaurant is based on how much professionals with a warm heart you can create. And I believe this is possible by implementing Japanese hospitality mind set to every single members in the team.”