There is a joke that a customer is eating at a restaurant. When he is drinking soup, he suddenly finds that there is a fly in the soup. He angrily told the boss to make a clear statement. The boss immediately called the waiter to ask questions. The waiter said, "No, I have fished the flies in the soup?"

Of course, there are not many bosses who are so black-hearted in the jokes, but there are quite a few "mental services" like the waiter. There are three common types.

Performance one: treat customers as fools

Some merchants think that they are very smart and always treat customers as fools. I went to eat a squid hot pot with a friend. I didn't see much fish. The fish head was quite a lot. The boss is too damaged. I don't know if the extra fish heads have been passed over. That customer must have a certain number of psychology, just afraid of bad mood, not with your general knowledge. My friend said: "When I left, the boss said, 'Welcome to come back next time', my mind will be 骂 'There is the next time? Impossible!!"

a "disabled" chicken

Mr. Wang of Wuhan, a banquet in a Tujia chicken restaurant in the city, after the dish came up, the whole chicken actually had only one leg. Mr. Wang quickly called the waiter.

"How do your chickens have only one leg?"

"I am sorry, this chicken has a disability."

"Hey? Just kidding!"

"This chicken is really born and disabled."

"You take me as a fool!"

"How can you be unreasonable? People are so valuable that they have disabilities, let alone chickens."

"You are not reasonable, or I am not reasonable, I paid a full amount of money but gave me one less chicken leg."

Under the repeated protests of Mr. Wang, the waiter added a chicken leg.

This is a real thing reported by the newspaper. The waiter's explanation is ridiculous, and the customer is a three-year-old child. In fact, the "disability" is the waiter himself, and a heart of integrity.

Performance 2: Good things turn bad

Some merchants like to make discounts and give customers benefits, which is a win-win situation. But there will always be some unpleasant things in the process. A home appliance chain big draw, one customer took the third prize, but was told by the merchant that the prize has been issued, originally printed a lottery ticket. Fortunately, under the lens of the reporter, the merchant gave the customer the same value prize.

Facing angry customers

At the dusk of a summer in Hainan, Mr. Yan and a few friends went to the bar to drink.

When several people entered the door, he was stopped by Miss Yingmen: "Congratulations to you, the white shirt you wear meets the standards of our lucky customers. You can drink a beer for free."

Mr. Yan broke down and said to several buddies: "Today I am more fortunate than you, there is free beer."

So Mr. Yan sat there waiting, but he could wait until the shadow of the free beer, and the wines of these buddies were drinking. When he was in a hurry, he called the service lady and asked him what happened.

The lady came over and said very politely: "Mr. I am really sorry, there are white strips on your shirt that do not meet our standards."

Mr. Yan heard it: "I said that you are blind, you can't see clearly during the day, don't say it for free, let me sit and wait, like this? This can't be done, call your manager."

"Sir, I am sorry, I know that you can't afford beer. But you can see that our 300-square-meter site rent, water, electricity, taxes, etc. spend tens of thousands a day! Otherwise, please ask for free... ..."

"Oh! Your costs have to be counted on my head!" Mr. Yan was more angry when he heard the manager.

After that, Mr. Yan never went to the bar to drink.

In fact, the customer is willing to give you advice and willing to send you a temper, which means that he will give you the opportunity to come back to spend next time. And your arrogant attitude or arrogant treatment will lose this repeat customer.

Professor Yan was not so lucky. He didn’t say anything when he didn’t drink beer. He was also sneaked by the manager. The bar was doing a good thing, but it didn't handle it well and offended a customer. In fact, a cup of beer is a few dollars, and the cost is not big, why bother to care. Moreover, if you provoke something, your eyes are almost utterly justified, and you can't forgive without a brain.

Performance 3: Finding customers "trouble"

Many smart bosses always try their best to please customers. Even if the customers are wrong, they are always polite. Some bosses are wrong employees, and they also blame their customers. Such "mentality" should not be.

Criticism: When customers and employees are misplaced

Professor Yan is driving his Volvo 960 to gallop on the Sichuan-Chongqing Expressway.

"You are Professor Yan! You will quickly take our bathrobe back, or we will punish W Group 150 yuan." For a time, Zhang Er’s monk could not understand the stern professor.

It was originally given CS internal training to Chongqing W Group a few days ago, and stayed at the five-star Z Hotel. All expenses were paid by W Group. He left the hotel four hours ago.

In fact, Professor Yan did not take it. The one-time small yukata was like a lady. When the tall Yan professor couldn’t wear it, he threw it to the side.

"Before I left, did your service staff spend 15 minutes cleaning the house? Why didn't you find out at the time, what did you do at that time? If you left, the TV is gone, do you want me to ask?" Qiu, a friend of Y Hotel, mentioned this matter and was still angry.

He estimated that the service personnel "had a process, did not implement when clearing the house", and checked it in a hurry, and found that there was something missing, it was determined that the customer had stolen.

When Professor Yan asked Qiu to deal with this matter, he said: "It should be affirmed that this is the responsibility of the employee. The 15-minute clearing house has not been checked out. It is his dereliction of duty. He should criticize him instead of the customer; even the customer. It’s a one-time consumer product, it doesn’t matter.”

Later, Z Hotel also really penalized W Group 150 yuan. However, W Group, who was informed of the details, said to Professor Yan: "We will not go to this hotel for consumption in the future."

Finding customers is the trouble of finding money. Do you say that such people are not stupid? You open a shop, work to earn money, and now deliberately and money can not go, do you have a problem with your brain?

This market environment is not lacking in service, but lacks service awareness and quality, and this shortage is quite serious. People complained about this and complaints continued. What are they complaining about? Calling for sincerity rather than deception, careful rather than arbitrary, responsible rather than artificial service. Merchants may wonder about how customers are becoming so picky today. It’s time for them to improve their service quality. Don’t let the “mental service” sway in front of customers.

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