By Meochia Nochi Thompson
WKTV Community Contributor
Tea Time with Tanya kicked off it’s first hospitality and service panel discussion, featuring top professionals from food, hotel and hospitality services in the Grand Rapids area.
The event was moderated by Douglas Kelley of Evolve Solutions, a web design, marketing, social media and development firm. Panelists included Joe Howard, Co-Owner of Junk King, a nationwide franchise that empties unwanted storage from businesses and homes to donate to those who might find treasure in it. Also on the panel was Jeffrey Burns, Operations Manager for AC Hotel Grand Rapids, Downtown. Burns shared how he worked his way up from laundry to his current positions and how that helped him better understand customer service and teamwork.
Another panelist was Lewis Williams, owner of 40 Acres Restaurant and Café, also the newly awarded Fastest Growing Business and the GR New Business of the Year. Rounding out the panel was Evan Groendyk, retail for Ferris Coffee & Nut Co., and Tanya Lewis, president of TMS Consulting Group and host of the event also set on the panel to discuss ‘bringing business back to the basics of wowing guests.”
Panelists answered several questions pertinent to servicing customers. One pertained to accommodating customers when no clear policy is in place.
“Keeping a customer out values the cost of losing a customer,” said Lewis of 40 Acres.He gave an example of his “no reservations policy.” Restaurant guests were mistakenly given one by a new employee. Lewis prepared for situations like this in advance by purposely opening in an area with plenty of surrounding business. This insight allowed him to walk his patrons to a neighboring bar and pay for drinks for the party of 15 until space became available to accommodate them.
Others mentioned useful information like admitting mistakes, going above and beyond, apologizing and being real, even offering personal services that may not be available, like hand delivering goods when there is no delivery.
Another issue addressed was deciphering which information to give customers. Everyone agreed that it is important to take all the blame, apologize on behalf of the team and immediately make it right.
Burns, with AC Hotel Grand Rapids, Downtown, stressed the importance of honesty and not upsetting the guest by always leading with a yes.
“If you don’t have something, don’t just say no we don’t have that food,” said Burns who shared his experience about a customer requesting an item not on the menu. “Just say, let me see what we can offer you. The last thing you want to do is tick them off.”
The group talked about creating positive work environments by investing in and empowering your team; working on projects together, incorporating everyone’s input if possible and being transparent with staff.
“Learn what you do not want to be,” Lewis said. “Teach everyone around you so you won’t have to do it by yourself. Delegate and empower.”
“Lead by example,” was Joe Howard’s simply summary to keeping a positive team enviroment.
“The dishwasher is the most important person,” Williams said. “You give him a problem and you may not have a job.”
Final advice from the panelist included:
Acknowledge your customer. Greet them coming in and thank them going out. Empower your team to make on the spot, bold customer decisions. – Evan Groendyk
The guest experience is always important…Be fully engaged. Lead by example. – Lewis Williams
Under promise, over deliver. – Joe Howard
All employees need to be on the same page on how to treat the customer. – Tanya Lewis
Vendors, guests attending the event included Magic 104.9FM, Blessed Pen Ink Publishing, Green Frog Photo, Debbie Turner Bell, Appetizing, Rising Grinds Café, Leadership Advancement Café, Key to Your Needs Professional Janitorial Services and The Asher Collection.
To learn more, email Lewis at officialmail@leadershipAN.com
