What Mediators Can Learn About Practice Development From A Long-Ago-Retired Waitress

I had a cool classic car.  I needed gas money.  Not just regular gas (which was $.89 a gallon) but I also needed some aviation gas in each tank (which was way more expensive).  I also wanted some new sports equipment and a stereo that could play cassette tapes (instead of 8-tracks or records).  I was 14 and had a special work permit to let me work 20 hours per week I had to apply to my school district and parents had to approval.  This was a big deal. 

I got a job for Greg and Mary and the Gyro shop downtown.  I earned $3.25 per hour prepping food, cutting meat, serving customers, and cleaning. I had one summer and a big wish list so I really needed the tips and of course, wanted repeat customers who brag about their food and service to others.

What Greg and Mary taught me was something called Peak / End and it made all the difference.  They taught me that how the customers felt at the peak of the experience (the actual meal being served) and how they felt as they were getting ready to leave were the most important moments of my interaction with customer.

Customers sat themselves, so the first smile was at the counter taking orders.  Make eye contact.

Second interaction was delivering food to their table.  Smile and make eye contact.

Third interaction was checking back in with them to make sure that their food was ok and did they need anything else – before I did this, Greg and Mary taught me to look at their table before I approached it.  Look.  But also listen.  Were they engaged in deep conversation that had the appearance of not wanting to be interrupted?  Were they sitting in silence?  What was happening at the table?  Based on that, should I approach the table and ask a question of whether or not everything was ok or should I quietly assess and deliver what I thought they needed?

If they were in deep conversation and enjoying themselves that was different than a deep conversation that lacked enjoyment.  For those who didn’t appear to be enjoying themselves they might appreciate an interruption and really resent it. 

Greg and Mary gave me some great tools, not just for waitressing and getting better tips, but also being in business in general. 

Once I learned to look and listen to my customers I quickly figured out if and when I could interrupt their lunches and dinners and how.  Sometimes, I just looked at the table and noted that someone was running low on water, soda, coffee etc, and then delivered it silently without having to be asked.  But one of the great skills I learned was delivering a little extra when the customers were ordering their meals and just wrapping up their meals (and just before they chose to leave a tip and how much they would tip).

Everyone likes to feel special.  And for some the bankers and lawyers who the primary lunch and dinner crowd, they liked a little proof in front of their clients and guests.  Greg and Mary taught me that people can get lunch and dinner at lots of different restaurants around the downtown area.  This wasn’t the Cheesecake factory with a multi-page book of food choices.  The Gyro shop had a limited menu, so why customers keep coming back?  Because, one, the food was really good, but it mostly about how they and I could make the customers feel.  People like to feel good.  They like to feel special.  And that was how we got people to return day after day, meal after meal. 

What they taught me was.

1.     No matter what you’re mood you’re in when show up in the parking lot, your mood at work will always be happy, welcoming, gracious, and grateful that we have customers to serve.  Put on your happy face, sure, but mean it.  Leave you’re bad mood in the car – and share your good mood with customers.  They’ll feel the happiness and carry it with them.  Happiness in contagious.

2.     Get to know the customers and their preferences.  If you make eye contact, greet a customer with their name, remember what they ordered last, ask them if they enjoyed that meal and want it again or do they maybe want to try something new and make a helpful suggestion based on their preferences.  Some customers like to chat and joke, others just want food.  If you’re not denying another customer good service by being someone be chatty with a customer who wants to chat – great.  Let them chat.  But again, never at the peril of another customer.  Communication is the key – if you’re unable to chat at leisure, pay the chatty customer a compliment of how much you like talking with them, but that you need to get the other customers taken care of and then you’ll be right back to hear them out.  For those who like to eat in undisturbed silence – it’s ok to say outright, that you think they want to be uninterrupted, and invite them to call you over if they need anything.  They’ll correct you if you’re wrong. Regardless of their chat preference, They’ll feel special and understood.

3.     Never just stand around.  Always be in motion – CLEAN SOMETHING!  Cleanliness is imperative, but the perception of cleanliness is not to be underestimated.  When customers see with their eyes that cleanliness is top-of-mind – they feel safe and happy.

4.     If you make a mistake on an order, apologize (sincerely), take full responsibility, replace the order ASAP, and get them dessert and coffee on the house.  It’s cheaper to give a client a free baklava and coffee and keep them as customers than to find new customers.  They’ll feel appreciated.

5.     When a customer makes a special request, do it.  Special requests are only available to ‘favorite customers’ and all of them were our ‘favorite customers’.  They’ll feel important.

6.     Smile, say thank you, use or learn their name, and let them know that you’re looking forward to seeing them again soon.  Mean it.  Customers will remember how you made them feel.  And how you make them feel will dictate whether or not they come back (and for me personally, how much they might tip). They’ll feel happy that they chose you.

How does this translate into your practice services and practice development.  That’s for you to decide.  But you might consider how you can beef up your customer service, ask more or different questions before starting a mediation (examples may include, whether or not the attorneys or the parties have any special needs), learn and note their preferences – then deliver if can, how you’ll recover from a actual or perceived misstep, how you’ll end you’re calls, emails, meetings, and hearings, and of course how you’ll follow with them.