Below is an Autogenerated Transcript

You are the manager of the restaurant okay. It’s lunchtime, and the whole restaurant is full. The cash register ching ching ching you’re making money. Are you happy? Good. Over there is a woman and her four-year-old son. They’re having lunch. Suddenly the little boy by accident his hand hits the orange drink and it goes all over the table, the chair, on the floor, a big mess.

Now you are the manager of the restaurant. Quick, turn to your partner. What are the first two things you should do? Tell your partner go, go what do you do? All right, tell me, tell me, tell me. What’s number one? Clean it up. Number two is what? Give another drink. Right, right? You fail! The first thing you do is you go up to the mother, and you say ma’am it’s..”alright, this happens”. Now was she upset? Was she nervous, was she embarrassed? Yeah her kid spilt the drink everybody saw it. You have now set her at ease. That’s an example of what? Yeah, what are you doing with a mop?

What’s the second thing you do? You turn to the little boy and you say, Stu…No! Just kidding. You’re the manager, you say little boy. Ah, notice you’ve now come to his level. I wonder how many clients by the way are a little intimidated by getting audited. I wonder how many clients don’t feel that you know you actually, he’s a little boy. Now was he nervous? Was he? Yeah, he knows he did something wrong, mommy’s upset right. But you’re the manager. You would have in your pocket, you say “have you seen this little toy”? Now when a four-year-old boy sees a new toy what does he do? He’s happy. Now that’s another example of what service mindset?. Now, what’s the third thing you do? Clean it up. Fourth? Give another drink. Fifth? “charge him for the drink”, get out of here. You’ve been in audit too long. Now they’re done with their meal, they stand up and they’re walking towards the door. You’re the manager, what do you do, you’ll hold the door and what do you say? And you say “ma’am I want to let you know how much we appreciate it when you bring your family members here for lunch or dinner”. And she’ll say “oh thank you very much I’m really sorry about the mess” and you go “oh no that’s okay it happens and it’s Alright”. They say ma’am remember you’re the manager “please allow me to give you this” and you reach in your pocket and you pull out a voucher, a coupon valid for a free drink anytime within the next two weeks and you hand it to her.

Now if you were that lady what would you say? Now let me ask you, “will she come back and use the voucher yes or no”? Yes. Will she just drink the drink and run away? No. She’ll do what? Buy lunch. Will she tell her husband? Yes. What could that lead to? The whole family comes one night for dinner. Will she tell her friends? Yeah, and you know what you can’t buy the power of positive word-of-mouth. You have to earn it. Now how much does it cost the restaurant to give away the free drink? Yeah pennies right, hardly anything. Is it worthwhile for them to do it given what’s going to come off to them yes or no? Yeah. How many fast-food restaurants out there today do you think have managers who are giving away the coupon? None, you know why? Let me show you what they’re doing. They’re competing on price. They’re competing on product, they’re competing on location and they’re paying a lot for the real estate. They’re getting everybody to smile and be friendly, but they don’t even realize that this true relationship category exists. Do you?