The Demise of the Unremarkable Average Guy Who Gives Away Caviar

Welcome Back to Soupfly!

This is the 3rd installment of the interview I did recently with my friends, Eric and Yvette Auger. I am again honored and grateful they chose to use our interview in their weekly business newsletter.
I hope you find value in  our conversation.

Christoff:

Yvette and I just got back from a quick week-end trip to Palm Springs where we stayed in a small boutique hotel: “The Parker”. I recommend this hotel to anyone who wants to experience service at its finest!

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From check-in, to housekeeping to room service, dining experience and pool staff everything was absolutely perfect! The level of personal attention we received was absolutely remarkable. It was so perfect that minutes before checking out and even though we were ready to go, I had to get my laptop out and write a Yelp review. They did not ask for it but I was so pleased with everything it would have been unfair for me not to! Click here to read my review.

What made our stay so memorable? It was not the facility even though it was impeccable, It was not the drinks even though they were tasty, it was not the food either even though it was 5 star fine dining and it was not the room either even though it was spotless and very comfortable…

It Was The People!

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And that leads me to the next segment of our interview with Christoff J. Weihman, customer service expert and author for the book “Getting to WOW! Everybody Wins with 5 Start Service”:

Eric: I have often heard that “being average is the death of a business” because it becomes unremarkable. You dedicate a chapter on this subject in your book. What is your take on this?

Christoff: Here’s what I’ve realized. The subtitle of my book is “Everybody WINS with 5 Star Service.” I believe that 5 star service can turn into 5 R’s. With 5 star service you will end up with, star #1: repeat business; star #2 is referrals that you get from those repeat happy loyal customers; star #3 is an increase in the positive reputation in your market, your town, your geographic location; star #4 positive reviews, and star #5 is revenue.

There’s no industry where you’re the only one. In a sea of others, if you are just mediocre, and you’re not going to stand out

In my trainings, I ask, “What are the 5 R’s?” 90% of the time that people say, “Revenue of course” or maybe they’ll say, “Repeat customers,” because they’re the ones who bring the revenue. If you give mediocre or average service, you are lost in the sea of other people competing in your industry… There’s no industry where you’re the only one. In a sea of others, if you are just mediocre, and you’re not going to stand out, you’re not going to build a great reputation, your business is going to fail, or you are just going to flounder and kind of bob up and down and not really go anywhere.

The great thing is, for companies, business owners and entrepreneurs that do have the right mindset and a desire to deliver excellence, I think it’s pretty easy to set yourself apart from the sea of mediocrity. It really, really is, because if you go just a little bit above average people take notice. In my book, “Getting to WOW!”, if you notice, I don’t talk about, “You’ve got to give champagne and free caviar.” It’s none of that. It’s only about the interaction with the individual. All the other things on the outside, the location, the ambiance, the décor that I’m talking about in a restaurant, but in any business, all those other things, all those do is enhance the experience, but if the interaction is not happening on a positive tone with the service professional, none of those other things matter. The event will become mediocre and unmemorable.

“How was the experience?” “Eh, it was okay. We’re not going back.”

People walk out of a location, whether it’s a hotel, a restaurant, a resort, or whatever, and if they didn’t have that perfect interaction … not perfect, but that great positive interaction with the service provider, they say, “Eh, it was okay.” “Yeah, but wasn’t it beautiful?” “Oh yeah, it was a great view. I was able to see the waterfalls or the mountains or the city, the skyline. It was beautiful.” “How was the experience?” “Eh, it was okay. We’re not going back.” It’s all about the interaction with the individual. Mediocrity is not okay. It’s not okay, but it is commonplace.

It’s not about everything being outlandish and extravagant. For example, when I worked in a restaurant, it’s about being creative, for one thing. I had a customer who liked to smoke cigars and loved wine. I remembered he had a favorite wine, and we were out of it, and I knew he was coming in with his wife for his anniversary. I knew that we were out and we weren’t going to have it delivered. I went to the store and I bought two bottles of wine, and I brought them in. He knew we were out of it, but I told him, “Hey, Ron, I know that you love this, and so I decided to go and get it for you. It’s on me.” Okay, it was a 20-dollar bottle. It would have been 60 dollars on the menu. I didn’t charge him for it, and it enhanced the experience.

One of my favorite words and most powerful words in any service interaction is “welcome.”

It could be anything. It’s remembering a birthday, it’s acknowledging. When somebody walks into the place of business, just acknowledging information that we already know. It’s their birthday. They’ve been here before. How many times have you been to a place where you’ve been there many times, and every time you walk in the conversation goes something like this: “Hi, have you been here before?”, “Yeah, don’t you remember?”, “Oh, yeah.” Instead of just saying, “Hi, welcome back.” To me, one of my favorite words and most powerful words in any service interaction is “welcome.”

How often do you look at your interactions with the world through the eye of the other person?

And if you did what would they see? This is a fascinating exercise to conduct and there is a lot to learn from it.

At the end of the day, what you think does not matter nearly as much as how you make your clients, friends, family members feel.

Don’t be the average unremarkable guy who gives caviar and thinks he is amazing! Instead, focus on the experience as perceived by the people you come in contact with.

    Eric & Yvette Auger

For real estate and networking matters, we can be reached by email at Eric@ReElevated.com or by phone at (702) 813-2661

Thanks Eric and Yvette! Also thank you to all my Soupfly Readers from around the world! I appreciate every one of you. Please feel free to share your comments below.

Cheers and God Bless You!

Elevating Service and Hospitality,

Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV

702 848 8955

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Soupfly Travels & Training March 2016

Welcome Back to Soupfly!

March has been a very  busy month and I am very grateful for all the amazing opportunities and experiences we’ve had thus far.  This is an update of our month and recent travels.

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Getting the  Message of “Getting to WOW!” out

Violette’s Vegan

I have been having great opportunities to speak about and train on WOW! Service & Hospitality and I Am the Guest Experience. At the beginning of the month, I continued with a 4 part Getting to WOW! series for the staff of one of our local vegan restaurants-Violette’s Vegan.  Violette’s is a very new restaurant that serves “food that loves you”, owned by former World Series of Poker Champion Cyndy Violette. They have a very friendly staff who are eager to learn and elevate their Service & Hospitality.  It has been a true pleasure working with them and their commitment is evident in that we meet at 9 pm after the restaurant closes.  Never once have I heard any of them complain about the time, rather, they all show up with eager expectation and with positive energy, ready to learn.  With that attitude and focus, I am confident that Violette’s is on their way to Service Excellence.

 

Ellis Island Casino & Brewery

Another new opportunity I’ve had to teach WOW! Service & Hospitality has been at Ellis Island Casino & Brewery here in Las Vegas. Locally owned, a few blocks from the world famous Las Vegas Strip, this venue has a management team that truly cares about elevating their Service & Hospitality.  We had the opportunity to teach two sessions (the day before we left for our trip) and although many of the staff sitting in the training have been at Ellis Island for a long time (10-22 years)  each one of them were attentive, focused, and eager to learn what Getting to WOW! is all about.  It’s very refreshing to stand in front of a group that really wants to learn and sees the value in what is being presented.

When an organization’s leadership invests in training their staff, the team (consciously or unconsciously) begin to realize that management actually cares about their success.  This then leads to everyone starting to up their game.  Organizations that don’t see the need or the value of investing in training tend to stagnate and get to a point where they’re just going through the motions.  The Service & Hospitality industry is a very demanding business and it’s not easy to take care of, give great service, maintain a positive attitude towards-your guests all the time, every time.  But when the Service Professional feels that the leadership have their back and want them to succeed, there is a greater chance that they will. Working with the Front of the House team at Ellis Island was a very rewarding opportunity for me and we are planning for more sessions as I write this.

St. Louis Bound

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The day after the Ellis Island training, Michelle, (my wife) and our 3 puppy babies-Lilly, Carly & Bruno-woke up at 5 am, packed and loaded the car for our long journey to St. Louis, Missouri.  We were traveling there to celebrate Michelle’s father’s 70th birthday.  What made it a ‘long journey’?  Well, for whatever reason, we decided to drive all the way through- 23 hours of drive time-to St. Louis.  Michelle and I took turns driving, the puppies helped navigate-neither Lilly or Carly tend to sleep while we’re driving.  Bruno, our 3 pound Chihuahua, however, made out the best, as he was very content to sit on the lap of whichever one of us was not driving.  Of course, he prefers Michelle’s lap.  We made it to St. Louis in just about 26 hours from the time we left Las Vegas.

Acero Ristorante

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Once we got settled in our hotel, I went to see my friend Chef Adam Gnau of Acero Ristorante in Maplewood,-near St. Louis.  Adam is one of the very first Industry Professionals that I interviewed for my book, Getting to WOW!  Not only is Adam an amazingly talented chef and has many culinary accomplishments at such a young age, he genuinely gets what WOW! Service & Hospitality is all about. So, to finally see him since my book came out and to hand deliver him a copy was a great honor for me.  Thanks, Adam for all your input in Getting to WOW!  For my readers who live in St. Louis, if you’ve never been to, please do yourself a favor and go have dinner at Acero in Maplewood-you’ll be glad you did.  And tell Adam, I sent you.

Book Signing where it all began-Paul Mineo’s Trattoria

The next day we had a Getting to WOW! Book signing event at Paul Mineo’s Trattoria in Westport Plaza.  It was while working at Paul Mineo’s, many years ago, that I got the inspiration for writing my book, Getting to WOW! Everybody WINS with 5 Star Service.  And although I learned that the owner, Brigitte, would not be there this time for the event, I did get the opportunity to see her when I dropped by the day before to check out the location. We had a nice event catching up with some family and friends at Paul Mineo’s including my friend Al Danklefsen, who contributed to my book and long time regular-John Pisa who just happened to be visiting St. Louis at that time-and Michelle’s friends- Vickie & Steve.   I also got to see some former co-workers-James, the Chef, Brett the Bartender, and Jose and Roldan in the kitchen.  Michael, Brigitte’s brother, was a wonderful host and we were very grateful for the opportunity to have our event there.  If you are St. Louis, and you wish to enjoy traditional Italian fare in a beautiful setting, then Paul Mineo’s is the place for you.

 

Family Time

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After our event at Paul Mineo’s, the next few days was spent visiting Michelle’s family around St. Louis.  We celebrated her Father’s 70th birthday and also got to connect with other family members-some of whom Michelle had not seen for years. Every day we drove somewhere-one hour outside of St. Louis, one and a half hours out of St. Louis and it was well worth it. To be able to take a trip like this and see so many people over a span of a few days is a blessing.   We even were met with a heavy burst of snowfall on the drive out to her sister’s for Sunday brunch.  It was pretty to see.  It’s always nice to see snow.  I just prefer to not live by it. Thanks to Shannon and Jason and their family for the warm hospitality on that cold snowy day.

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Our last night in St. Louis we had dinner with Michelle’s family at the restaurant we had our first date at over 3 years ago-Helen Fitzgeralds in South County.

After 4 days in St. Louis, it was time to begin heading west again.  Michelle’s son, Greg lives in Kansas City.  He is a Social Worker and although we would be driving right thru, his schedule was not going to allow us to see him, at all.  But just as we were on the outskirts of town, Michelle said, “I’ll just text him once more to see if he can get away for a few minutes.”  Talk about being in tune, when Michelle texted him, we were just coming upon the exact exit at which Greg was doing a home visit.  I don’t remember the name or number (of course, Michelle does) but Greg immediately texted her back and said that’s exactly where he was at.  So, we got off the exit and drove  a few minutes to where he was.  Even just for 5 minutes to say hello and exchange hugs-our timing was perfect.

We arrived in Loveland on late Monday evening.  The front desk staff at the La Quinta were very friendly.  However, we wondered why they chose to put us in a room that was immediately in front of where construction would be taking place the next morning at 8 am.  Their reply was that they did not know the night before where they would be starting the construction.  I find that very hard to believe.  It just so happened that all rooms on that floor were unoccupied except for ours.  It was very disruptive and impossible to sleep in the morning (after having driven for 14 hours the night before) and hearing a constant tapping and banging right outside our door.

Great customer service would be to consider your guests situation- are they perhaps planning/hoping to sleep in in the morning?  Perhaps giving them a room that is far from the construction would make their stay more enjoyable.  As I mentioned, the staff were very friendly, but this one aspect of our stay made it less than pleasant. Also, after having requested for a late check out,  both the night before, and that morning, two times in the span of 10 minutes, we had housekeeping knocking at our door at 9 am to see if they could clean our room.  This is NOT WOW! Service.

Contrast that with our stay at a La Quinta in St. Louis, where they too, were doing construction,  but they actually closed the entire floor where the construction was taking place, so as to not be disruptive to the guests.

The front desk staff at the Loveland La Quinta did help me out when  I had asked them where I might find an Office Max or some place similar to make copies for my presentation, but instead of giving directions, they offered to make the copies for me.  Thanks, La Quinta staff.  That saved us time and money.  Next time, please  focus on being attentive to your guests’ need for peace and quiet.

I have much more to share so we will close for now and resume with Part 2  in a couple of days.

I am very grateful for ALL my Soupfly readers from around the world.  I would like to recognize and say Thank You specifically to our March readers from the following countries:  

United States, Germany, Philippines, Brazil, Slovakia, Australia, United Kingdom, India, Czech Republic, Italy, Singapore, Canada, Malawi, Hong Kong, New Zealand, Russia, Viet Nam, Belgium, Indonesia, Colombia, France, Latvia, Slovenia, Portugal, Norway, Austria, South Africa, Spain

 

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Elevating Service & Hospitality,

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Christoff J. Weihman

ASPIRE Enterprises

Las Vegas, NV

http://gettingtowowbook.com/