Blake Schwendiman's Blog and Blook

Justin Cook must be doing a great job. I am impressed just hearing about the experience you are having while working with him.

I also try give positive feedback as often as possible. In this day and age, people need to know they are appreciated, and that people notice the difference between terrible, bad, mediocre, good and excellent service. When dealing with a person over a span of time (being their client) or interacting with them on a regular basis, I've noticed that usually two effects occur when positive feedback is given. Some people need pats on the back, and thrive on them, and in turn they give more personal attention (Jerry Maguire type of personal attention.) And others suddenly drop the ball and apparently feel like they just got enough positive feedback from one client so they don't need to produce anything more for them.

I can't tell you how many times I have had a server at a restaurant start off top notch, meeting every need, checking back just the right amount of times, smiling, being positive and full of energy-- and then after a tiny little comment like "I appreciate the great service", we don't see them for 20 minutes at a time, we wait and wait to see a dessert menu or to order another glass of wine... and then have to wait for another 20 minutes just to get our bill so we can leave... As this happens, I end up feeling like I should have never said a thing- because their tip quickly dwindles down to nothing and they, no doubt, will wonder why they don't get a good tip after my little comment (And by this point, I don't feel like going through the trouble of telling them why-- even though they will now learn nothing from the situation. Although, in their mind, they probably now think that people who say something nice think they can make a positive comment instead of leaving a tip.) Unfortunately, I have become more stingy with my positive feedback because I don't want the negative effect.

I know that people generally react out of their past experiences. How do we overcome that? I would love to be able to give everyone the benefit of the doubt and be positive to them even if they are rude in return.

Blake, certainly feel free to not post this if it's a downer, too lengthy or too much off subject.
:)

Actually I'm glad to hear you discuss restaurant experiences. I'm a huge stickler for tips - just ask Blake. Sometimes we joke wondering if it's better to leave a few pennies so they know you thought about it or just tell them they need to change careers! LOL I've always been courteous with thank yous but I've found that the tip speaks volumes in either direction so that's what I tend to do.

But it is amazing outside of this arena how little can go so far. I had a lady stop me several months ago and tell me how happy it made her that I waved to her every time I saw her. It was a big deal to her and something I'd never given a second thought. I think that sometimes the things we don't do or say speak louder than the ones we do. ;o)

Thanks for the post.