Doing the right thing at the right time for the right person in the right place is a constant balancing act and it is the basis of our daily striving for customer excellence. It is normal throughout the week to have some days that seem more ‘slammed’ than others as we try to maintain this balance. When in this position, one aspect we need to be aware of that sometimes can become a crutch is what Clint calls ‘the hand’ - that gesture often given by wait-staff letting the customer know (only through body-language) that they will address their needs in a moment. Learn how to make sure we organize our time well so we can always be with the customer 100% when the time is right.
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