I just watched a customer at a sandwich shop waiting patiently at the cash for a staff member to serve him. The staff was busy writting something down and it took him a few minutes to even acknowledge the customer.
I’m sure writing things down is important but I’m going to guess that to the boss, servicing a new customer should come first.
This choice seemed obvious but sometimes it’s a harder like the choice between servicing a new prospect or a customer.
A good way to solve this is to create a list of all the possible scenarios a staff member is likely to encounter and arrange them by priority.
If you want to improve your service, Izzy Sharp wrote a great book about the world class service of the Four Seasons Hotel. I think you’ll like it.
Also published on Medium.