{"id":59,"date":"2023-01-30T15:53:32","date_gmt":"2023-01-30T15:53:32","guid":{"rendered":"https:\/\/leverage.mobi\/blog\/?p=59"},"modified":"2023-01-31T17:07:59","modified_gmt":"2023-01-31T17:07:59","slug":"rare-is-good-service","status":"publish","type":"post","link":"https:\/\/leverage.mobi\/blog\/2023\/01\/30\/rare-is-good-service\/","title":{"rendered":"Rare is good service"},"content":{"rendered":"\n\n\n\n\n

It’s 1992, and I’ve just finished school and get a job at a steakhouse as a waiter.
For the first 3 weeks, newbies have to shadow experienced waiters.<\/p>\n\n\n\n

Now, in this steakhouse customers pay a cashier at the front when they leave, so at the end of every evening all waiters sit down and the manager goes through the revenue and tips for each waiter.<\/p>\n\n\n\n

Every night, there is one waiter whose tip percentage is way higher than everybody. Wayne is killing it – tips of 20% when the rest are getting closer to 10%.<\/p>\n\n\n\n

So clearly this is the guy I should be shadowing, right?<\/p>\n\n\n\n

Turns out Wayne is a strange waiter.<\/h6>\n\n\n\n

He has one big issue – when anybody orders a steak as “Medium”, he tell the kitchen to make it “Medium Rare”.
“Well done steak” gets ordered as “Medium Well”. Etc, etc.<\/p>\n\n\n\n

\n
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\"A<\/figure>\n<\/figure>\n<\/div>\n<\/div>\n\n\n\n
And it gets worse.<\/h6>\n\n\n\n

Wayne will -seriously hard – ask how the customer’s steak is. And half the time, people say “great” – despite it being rarer than they had initially asked. The other half, the customer says “this is more rare than I wanted”.<\/p>\n\n\n\n

And then Wayne graciously takes the plate back to the kitchen, gets it onto the grill for 30 seconds, and tops up the customers chips; and adds in a “complimentary” sauce.<\/p>\n\n\n\n

What’s the takeaway (excuse the pun\u2026)?<\/h3>\n\n\n\n

Turns out Wayne is a genius. Why? For 2 reasons:<\/p>\n\n\n\n

    \n
  1. He genuinely believes that steak should be rare, so he makes the call on behalf of the customer. But, if they don’t agree, he<\/li>\n\n\n\n
  2. Provides awesome service to rectify his issue.<\/li>\n<\/ol>\n\n\n\n

    He wasn’t scared of a complaint. In fact, he sought out complaints, in order to demonstrate excellent service.
    Which is why Wayne is getting 20% tips, and the rest of the waiters are getting 10%<\/p>\n\n\n\n

    Why should you care?<\/h3>\n\n\n\n

    People tend to view mistakes as an indictment on them. We take them personally. We get defensive.<\/p>\n\n\n\n

    Turn it on it’s head.<\/p>\n\n\n\n

    Be OK with mistakes. Sometimes… you might even want to make a mistake on purpose.<\/p>\n\n\n\n

    It’s not the mistake that you should get judged on. It’s how you respond to it.<\/p>\n\n\n\n\n","protected":false},"excerpt":{"rendered":"

    Good service doesn’t need to be rare.<\/p>\n","protected":false},"author":1,"featured_media":92,"comment_status":"closed","ping_status":"closed","sticky":true,"template":"","format":"standard","meta":[],"categories":[25,30,6,1],"tags":[],"_links":{"self":[{"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/posts\/59"}],"collection":[{"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/comments?post=59"}],"version-history":[{"count":4,"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/posts\/59\/revisions"}],"predecessor-version":[{"id":112,"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/posts\/59\/revisions\/112"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/media\/92"}],"wp:attachment":[{"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/media?parent=59"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/categories?post=59"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/leverage.mobi\/blog\/wp-json\/wp\/v2\/tags?post=59"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}