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  • - Recently I was in Los Angeles

  • and my team and I,

  • we went out for dinner one night

  • and we went to Korean town.

  • Now, Korean town,

  • there's a famous Korean barbecue place.

  • So we reserve a table,

  • we showed up,

  • it's a very interesting experience I want to share with you

  • because there are a couple key lessons,

  • key customer service lessons from there.

  • First of all, we showed up

  • and we were waiting for almost half an hour

  • because the place is packed.

  • So, I was getting a little impatient, right?

  • A little like, what's going on right?

  • Because my time is valuable, right.

  • Just waiting and all of us,

  • a dozen of us are waiting for a table.

  • So before going in,

  • I know the place is good,

  • but I was like,

  • man I don't know, just like

  • so my expectation was like not so good,

  • I know the food is good,

  • but I don't know how good the experience is gonna be, right?

  • So before we were seated,

  • we weren't in a very good mood, right?

  • And so we wanted to sit together but

  • because they don't have a table of that size

  • we were forced to sit in two separate tables, two separate.

  • And Jenny was like, "oh, this is no good."

  • So starting out, I was already like "okay, lets

  • "the waiter, they're not getting any tips here.

  • "I don't care if the food is good,

  • "they're not getting any tips

  • "because the customer service is not that good."

  • Now, however, once we were seated,

  • then you have the waiter coming

  • and explaining the different types of food that they have.

  • Now, they serve meat,

  • it's Korean barbecue,

  • they have different kinds of beef,

  • many, like so many different kinds, right?

  • Big barbecue, I don't know

  • like different parts of the beef

  • and different kinds of beef.

  • Very, very delicious.

  • Now I don't know if you know this,

  • but when it comes to Korean restaurant,

  • they give you a lot of free appetizers.

  • So each one of us got like a lot of

  • these small boats of appetizers.

  • So I'm like, "okay, this is pretty good."

  • Right, so we order the food

  • the waiter actually came to our table

  • and we have this grill in front of us,

  • and they would actually cook for us,

  • they would cut up the meat

  • and they would cook it

  • and then they would serve us

  • and I'm like, "okay, okay."

  • Now, remember, in the beginning,

  • my expectation was here.

  • You see, when it comes to customer service,

  • a lot of that has to do with

  • managing expectations,

  • when your expectation is like this

  • and everyone expects your service to be like this.

  • When you just deviate there for a bit,

  • like you're not,

  • let's say you have a

  • you run a five star restaurant, right?

  • People expect certain level of service

  • and everyone's expectation is right here, okay?

  • So even if your food is a little bit less quality

  • or it's a little bit late

  • or just a little bit deviate from what

  • your reputation is,

  • suddenly people are pissed off.

  • But, when your reputation is here,

  • you know, you know what I mean comment below.

  • Certain restaurants that you know

  • that they're known for bad customer service, right?

  • Bad customer service,

  • and when you go in,

  • you're not expecting anything

  • and when they give you water you're like,

  • "oh my god, I got water.

  • "This is so awesome."

  • It's managing the expectations

  • so, continue the story,

  • we're eating, it's great

  • it's awesome, like okay, it's better

  • and the waiter actually was taking the time

  • to educate us on different types of meat

  • that we can order.

  • Like, "which one? Oh, you want to try this one?

  • "You want to try that one?"

  • But then he did something very smart,

  • and that's what I want to share with you.

  • Near about 2/3 of the way,

  • so we ordered drinks and pops

  • and Desmond drinks his beer.

  • Right, if Desmond you're watching this.

  • Right, and it's good,

  • we're having a great time,

  • we're chatting, we're eating,

  • and about 2/3 of the way,

  • they would bring us free drinks

  • and say, "hey you know what,"

  • they brought along a couple bottles of beer

  • and they brought a couple

  • a lot of pops and drinks

  • just boom, put on table,

  • on the house.

  • Now, you don't see this in an Asian restaurant a lot,

  • just so you know.

  • I'm like, "this is smart."

  • First of all,

  • the drinks costed very little money

  • compared to what we eat.

  • We feel like, "wow, this is

  • "this is very nice,

  • "we get free appetizers,

  • "now we have free drinks."

  • But here's the thing,

  • by the time we were almost done eating,

  • even you give us more free drinks,

  • we can't finish them anyway.

  • So chances are, they'll take

  • this back to the kitchen, right?

  • So we're not consuming the free stuff,

  • but the feeling was very good right?

  • And at the end, we actually ended up

  • tipping the waiters quite a bit, over-tipping them.

  • So customer service,

  • what could you learn from this story?

  • A few things,

  • number one, managing expectations.

  • Number two is the little thing.

  • It's the little thing that counts.

  • When you have providers,

  • like you know, the nice small gestures.

  • Right, the small little things,

  • not the big things that people remember you,

  • people remember what you've done.

  • You go that extra mile, right?

  • And number three is educating your customers.

  • Because I always believe an informed customer

  • is a better customer.

  • So imagine we're just eating the food,

  • maybe we didn't order the type of meat

  • that would taste good,

  • but by educating us,

  • "okay if you want this kind of texture,

  • "you want this kind of taste,

  • "you want marinated, not marinated,

  • "you want different parts of the beef,"

  • by educating us,

  • then we're like,

  • "okay, this is nice," right?

  • And how to properly eat the meat, right?

  • Even, okay you mix it with the sauce,

  • this is what you do,

  • then you dip it in this,

  • and this how eat,

  • okay this is

  • it creates a better experience for us.

  • So that's what I want to share with you.

  • Three quick tips on how to provide better customer service.

  • If this is the first time you are watching my video,

  • and you're hungry,

  • not hungry for food,

  • hungry for success,

  • make sure you hit the subscribe button

  • and turn on the notification.

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  • so go ahead and do that right now

  • and check out my other videos

  • and see what interests you.

- Recently I was in Los Angeles

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