The other night we went to dinner with some friends. The server suggested we split some appetizer, one of which was a shrimp dish with three large barbequed shrimp. My friend said, “There are four of us. If we paid extra, do you think they could put another shrimp on the plate?”
The server smiled and replied, “We are a ‘don’t like to say no’ kind of restaurant. Of course we can put an extra shrimp on the dish.”
What a refreshing response. My friend’s question seemed reasonable. The answer was perfect. I’ve been to enough restaurants to realize that sometimes the most reasonable requests are looked upon as an inconvenience. Not here.
My friend said, “Shep, you should put that in your newsletter.”
As we talked more about our outstanding server, we came up with a name for the “don’t like to say no” attitude. It is simple:
I can visualize the logo – a big red circle with the word “NO” in the middle and a red line through it. How about a sign that says, “You are entering the Anti-No Zone!”
Maybe it is impossible to always say “yes.” But, understanding the philosophy of avoiding the word “no” can be another way to deliver great service, create confidence, avoid Moments of Misery™ and create Moments of Magic™.
Could “Anti-No” work for you and your business?
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees. For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email: firstname.lastname@example.org Web: www.hyken.com. For information on customer service training, go to www.TheCustomerFocus.com.