A Mr. Shmooze Moment – How Businesses are Made or Broken
I always like to talk about Mr. Shmooze moments when they occur spontaneously. Here is one from the past week.
I went to the same restaurant twice last week for breakfast. Same brand, same product . . . completely different experience based upon salesmanship/service.
The first visit, the waitress was sloppy looking, disorganized and inconsistent. Shoulders hunched over. Seemed rushed, made mistake on the orders, disappeared for long periods of time, and when she did engage, was distracted and grumpy. Lowered my spirits.
During the second visit (and note that it was actually a much busier time), the waitress was sharp looking relative to personal grooming, had a confident posture and was smiling. Not rushed. Engaged in a knowledgeable and friendly way. Knew the product well. Checked in often but not too much. Kept an eye on her tables. Lifted my spirits.
There are many things we cannot control as salespeople, but we absolutely CAN control the way we look, the way we carry ourselves, the way we talk, the way we listen and, at the end of the day, if we are spirit lifters or energy drainers.
This restaurant was losing me . . . luckily for them this Ms. Shmooze waitress saved me as a customer. That is how businesses are made or broken.