Hurry Up and Slow Down

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We are an instant gratification society! With advancements in technology and the increased demand for our time we want what we want and we want it now! Just think about the last time your internet connection was a little slower than usual. Did you find yourself experiencing a minor case of“office rage”?

When it comes to speed of service there is no doubt the consumer’s expectations are very high. While I would never argue the need for speed I will say that service employees need to “hurry up and slow down”. What I mean by this is often times we get in so much of a hurry we lose sight of the fact that customers still appreciate and expect cordial interaction during the process.

This can be especially true with our Gen Y brothers and sisters. Typically these twenty somethings are used to running at fast pace. A lot of this is good in the service business because of consumers desire to get in and out. It’s always a good thing to handle tasks as quickly and efficiently as possible. However, this doesn’t make it acceptable to rush through the interaction with the guest. That’s why we must teach our service employees to behave like ducks – even though they are paddling heck underneath, on the surface they must appear calm and fully present (for their guests).

Anybody can provide fast service -- kind of like the “Soup Nazi” in the memorable Seinfeld episode. However the real magic happens when the guest receives it fast and then we slow down to make sure the guests know we genuinely care and appreciate their business.

So next time advise your people to “hurry up and slow down”. This type of service will increase customer loyalty and ultimately improve sales and profits!

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Comment by Michael Henshaw on August 23, 2008 at 9:07pm: Bill, actually I am right outside Charlotte, NC. We are currently having a Blast doing Freshman orientation. As I type this I am watching the Union Board host a "Welcome to the Jungle" party for 500 freshman right outside my door. I am having a BLAST>

Comment by Debra Straka on August 23, 2008 at 5:19pm: Wise words -everyone can benefit from this post. Eye contact, a friendly smile and a few kind words will be more remembered and spoke of than how fast the service was. Thanks for the reminder.

Comment by Bill Campion on August 23, 2008 at 10:40am: Andy... Kidding aside, we have to get together soon. You ever down this way? Can we meet in Cinci maybe? Give me some alternative dates and we'll chat.

Comment by Bill Campion on August 23, 2008 at 10:38am: MH - I would love to come play with you and your team! Didn't you say you are outside the Philly area. I could actually make that happen just for the fun of it. I have no doubt you are doing it the right way. Let's keep talking. Have a Super Duper Saturday... Enthusiastically Yours, BC

Comment by Michael Henshaw on August 22, 2008 at 9:14pm: BC, great post. I would love to have you come out and play with us for a while. I think my team is doing a good, headed to great job of this. Your fourth paragraph reminds me of how it was when I started here. Thanks for bringing a smile to my face and a sense of validation to my spirit.

Comment by Andy Swingley on August 22, 2008 at 4:13pm: Come meet me for a drink and I will get you all taken care of......trust me......

Comment by Bill Campion on August 22, 2008 at 12:59pm: Andy, tell me again, who does your hair? I'm thinking it's about for me to make a change...

Comment by Andy Swingley on August 22, 2008 at 6:24am: Another awesome Campion post and 100% accurate! Get the guest what they want fast but let them have the table as long as they want....I agree professionally and personally!