In Atlanta, Georgia there is a landmark restaurant called, The Varsity. I am sure most people who have visited Atlanta have at least heard of it or have eaten there. I know, as a local, it is one of those places you generally take out of town guests to or just stop by once in a while for a taste of local flavor. One of the defining things about The Varsity is what you hear when you enter the restaurant, the employees behind the counter yell out, “What’ll ya have? What’ll ya have?” It is an invite to come to the counter and order. For far too many businesses, their employees silently seem to shout, “Why are you here? Why are you here? Or in other terms, “Do you really have to be here?”
Often great customer service seems elusive or only possible for larger companies that can afford the training programs for it. The reality is even the smallest company, can afford and offer great customer service. The key is in four foundational elements called the 4E’s to Great Customer Service.
Putting these 4E’s into consistent practice can help create great customer service. The real key is making sure all levels of your company practice them regardless of dealing with internal or external customers. It is critical to create an atmosphere of great customer service within the walls of your organization so that those that enter in to do business with you can feel it as well.
Next time you are in Atlanta, Georgia make a trip to The Varsity and hear them call out, What’ll ya have? What’ll ya have?” In the meantime, make sure your business is echoing that in their everyday interactions with customers as they project, “How can I serve? How can I serve?”