Always Prepare For The Objection
Posted: Sun Jan 26, 2025 10:46 am
I said no and asked how long the wait would be. (Note that there was no one else waiting for a table and half of the tables were empty.) The second hostess said it would be ten more minutes. That’s when my amygdala (the part of your brain dedicated to fight or flight responses) kicked in. I said to my friend, “Let’s go.”
Prior to this, my brain was in a rational state, thinking it made more sense to wait it out than to drive to the next place for a similar experience.
As the customer, our perception was our reality. The chile telegram data restaurant was empty and slow. Walking in the door, we maintained an expectation for a specific experience based on first impressions, branding, and past experiences.
This situation could have been easily and quickly recovered if the hostess had the skills to control her emotions and reactions, while using the right words in the moment. A simple phrase such as, “I’d be happy to seat you somewhere else. If you don’t mind waiting at the hostess stand, I’ll get a table cleaned off right now.” Even if she didn’t have a table available, she would have bought some time with that response. Our monkey brains wouldn’t have gotten the best of us.
The other thing she should have done was be prepared for the customer’s objection. As salespeople, we know that we can anticipate objections and resistance from customers.
Differentiate With Exceptional Customer Experiences
I grew up in the restaurant business and started as a hostess. I quickly learned how to read all types of customers (senior citizens, families, dating couples, etc.) and to anticipate their requests, such as preferring a booth over a table, or a table by the window.
Before seating anyone, I always had a “Plan B” to seat them somewhere else. I understood the need to do what was best for the business, such as “rotating the server’s stations” to ensure every employee was treated fairly, especially because the wrath of a server could get ugly. My job was to give the customer an exceptional experience.
Prior to this, my brain was in a rational state, thinking it made more sense to wait it out than to drive to the next place for a similar experience.
As the customer, our perception was our reality. The chile telegram data restaurant was empty and slow. Walking in the door, we maintained an expectation for a specific experience based on first impressions, branding, and past experiences.
This situation could have been easily and quickly recovered if the hostess had the skills to control her emotions and reactions, while using the right words in the moment. A simple phrase such as, “I’d be happy to seat you somewhere else. If you don’t mind waiting at the hostess stand, I’ll get a table cleaned off right now.” Even if she didn’t have a table available, she would have bought some time with that response. Our monkey brains wouldn’t have gotten the best of us.
The other thing she should have done was be prepared for the customer’s objection. As salespeople, we know that we can anticipate objections and resistance from customers.
Differentiate With Exceptional Customer Experiences
I grew up in the restaurant business and started as a hostess. I quickly learned how to read all types of customers (senior citizens, families, dating couples, etc.) and to anticipate their requests, such as preferring a booth over a table, or a table by the window.
Before seating anyone, I always had a “Plan B” to seat them somewhere else. I understood the need to do what was best for the business, such as “rotating the server’s stations” to ensure every employee was treated fairly, especially because the wrath of a server could get ugly. My job was to give the customer an exceptional experience.