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I have worked for many different people in my time but one of my first mentors was a very successful restaurant owner. I was relating this story the other day in a workshop of a staff meeting he led where he was talking about missed opportunities we had as waiters and I thought it is appropriate for our industry. 

He said,  

 

“What I have provided for each of you is an opportunity to run your own business here. You need to look at your job this way. I have invested in all of the things we need to run the restaurant. I have given you each tables with which you can run your own business. Now you can do the minimum, ask the customer what they want and deliver it in a most basic way for which you will receive basic tips or compensation. But you could take that same number of people and lead them through the experience. Using the training we have given you offer them appetizers; explain the menu in a way that gets the customer seeing the food in their head, explain what wine works best so they will order a bottle and then get them to close out the meal with a dessert or after dinner drinks. Then you will have larger checks, thus larger compensation from the same number of people.

My question to each of you is, what kind of business do you want to run?”

I can see If these words came from an owner to their sales and service staff, it could have the same meaning.

Each of us every day should ask ourselves if we are looking at what we do as running our own business and following our processes in order to deliver the customer experience the company is offering – or if we doing it our own way.

Funny how something so simple at the time, over 20 years ago, will impact you long term. I have never forgotten this meeting and continue to pass it's wisdom on during all of my training workshops.  

Let me know your thoughts.

 

Views: 103

Tags: consulting, customer, digital, glenn, management, marketing, pasch, pcg, service, training, More…workshop

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Comment by Glenn Pasch on August 14, 2012 at 6:43pm
thanks Ashley. I could not agree more. It is a subtle shift in focus but with a huge impact.
Comment by Ashley Lopez on August 14, 2012 at 9:12am

Thank you for sharing this with us Glenn, it truly is a great way to view your position at your employment, whatever it may be.  A lot of times salespeople feel like "everyone" is out to get them but what are they doing? And how can they change it? If they treat their customer as THEIR own rather than just the dealership's then I am 100% sure their referral rate will go up and they could bring even more business in, not just for us, the dealership, but for THEMSELVES.  Their customers will love their service to them and spread the word... If more employees thought like this, especially in our industry, it could change the way people think of Car Salespeople---not the slimy guy you want to avoid but maybe as a friend.

Comment by Glenn Pasch on August 10, 2012 at 5:18pm

Tom

I agree. It usually comes down to you but having someone lay it out in this manner helped us at the time to realize our own individual potential. Thanks for the feedback. spread the word

Comment by Glenn Pasch on August 10, 2012 at 5:16pm

Aaron, I am humbled by the comparison to Gary. He is someone who I have a huge amount of respect for. 

thanks for the comments

Comment by Aaron Wirtz on August 10, 2012 at 4:06pm
This reminds me a lot of Gary Veynerchuk's book Crush It: How to Cash in on Your Passion, where he talks about how everyone should be thinking of themselves as brand names now. I do a lot of camera work at our dealership, so I'm always telling the sales guys to think in terms of developing and promoting a personal brand, but it's now occurring to me that I should be taking my advice more. As usual, easier said than done!
Comment by Tom Gorham on August 10, 2012 at 3:20pm

Glenn, this is so meaningful.  No matter what job I've done in the past, I have always considered myself self-employed.  Of course your employer believes you work for him/her, but in reality, you work for yourself.  Do you want to be a leader?  Do you want to be successful?  Whatever you want, you make it happen by your own initiative.  It's ALL attitude!

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