PERCEPTION VERSUS REALITY

Perception makes you aware of something going on and reality does the same. Yet, there is a difference. Perception involves your thinking and reality really just tells you what is going on. One gives thought and the other input. Often people make decisions based on perception.

THE CUSTOMER'S PERCEPTION

Then, by exploring and through questions and answers, we resolve to the persons satisfaction what can be done and then put that into a "reality" action. Remember, we want to engage people, their inquiries and through the experience, win them over while we have their attention. Arguing or challenging? NO!

HERE'S AN EXAMPLE OF THE PRINCIPALS IN ACTION

I really got a glimpse of this up close and personal when I was running restaurant operations. When someone comes in for lunch, from the time to walk in to the time food is put before them should not exceed ten minutes and at the most if very busy fifteen. There is a system in place to occupy that time

PACING HELPS PERCEPTION AND RESPECTS REALITY

Pacing: This is so it doesn't appear that you are being kept waiting or are being neglected. You are first greeted, then seated and then given a menu. After that, drink orders are taken and followed by what is your lunch request. Then, drinks are refilled, lunch is served, and shortly after that the server will check back to see if all is well. More drinks, then the check and that should conclude it all. This timing is crucial to all.

HERE'S WHY THIS IS CRUCIAL

The cooks line has to run smoothly and if overwhelmed backs up. Secondly, the guest wants to enjoy the experience and not feel like they are processed. It also allows the server to work multiple tables at the same time. Remember, while it is about you, there are many "yous" being serviced and involved

PERCEPTION and REALITY at work

Where it breaks down is when someone feels they are being neglected some where along the procedure. People may notice someone else getting their food who just sat down while there order is taking a while. A salad is quicker to serve than a sandwich or a pasta. In other words, there are reasons. But perception says...

PERCEPTION TAKES OVER

I am being ignored. To the restaurant and the server, that is now the reality even if it is not true and they address it accordingly in many different ways too. The fact is that when you are hungry or in a rush or hurry, your reality is interfered with and perception now kicks in. What complicates it all is that "perception" is subjective...thus you never know when it will appear or why for that matter

TRAINING & AWARENESS

This experience is not limited to the restaurant industry either. It can apply anywhere the public is assembled and awaiting something. People hosting the public should receive training in perception versus reality so as to address this very real need whether it is or is not taken place

CUSTOMER SERVICING

That's why the first thing out of anyone's mouth who is servicing the public when they call and report a supposed boo-boo is an apology. WHY? Because the caller or customer's perception says so. That's why in customer service...The customer isn't always right BUT they are never wrong!

Kiss of business death...if you disagree too