Ryan on October 8, 2018
Las Vegas, Baby! And Some Of The Best Service We’ve Ever Received
I’ll never forget the day we visited the Overlook Grill.
I’ll never forget the date, either.
Not least because it marked the start of my forty-second year here on planet Earth.
But it wasn’t the wonderful food which we’ll remember most about our vist.
Nor the stunning backdrop, either.
Not even the bottomless fizz.
What we’ll remember most fondly was the incredible service we received from our server, Hallie.
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou
We’re lucky enough to have been to America lots of times.
In fact, this was Hollie’s eleventh trip to Vegas in the last seven years alone.
Just the seventh for me.
As many times as we visit, however, we’re always really impressed with the service we receive.
The United States is often seen as the home of customer service (probably at least partly due to the dependence on tips, which require staff to go the extra mile) and it’s fair to say that many businesses here in the U.K. could learn a thing or two from our counterparts over the water.
Now this is a blog for business owners – and I’m no food critic – so I’ll spare you details about the food and drink.
Suffice to say it was delicious, plentiful and the spicy jalepeño hummus was outrageously good. (Like seriously, I could live off the stuff).
But long after the food had been digested, and the after effects of 90 minutes of bottomless Prosecco worn off, we were still talking about Hallie.
Of course, there was an immediate bond with Hallie.
After all, she shared a name pretty similar to our Hollie so we were always going to hit it off.
Just one letter out… it was meant to be!
Hallie was good.
And anyone who works in a customer facing role of any sort would do well to sit up and take note about now.
She didn’t do anything out of the ordinary when you look at it.
Nothing even that every person reading this couldn’t also do, if they really wanted.
So, pens and paper at the ready, let’s take a closer look…
- Asking Questions
One of the most effective ways to build rapport with someone else is to ask them questions.
And not just the basic low-level stuff about the weather but actually going a little deeper.
Finding out opinions, thoughts and feelings are going to serve you much better if you want to connect with someone.
It also allows you to…
- Find Common Ground
By asking interesting questions Hallie quickly found common ground with us. Turns out that she too visited the Blue Lagoons of Iceland this year. And Thailand. And also writes a blog. And also loves Las Vegas…
Not only did she manage to find common ground and connect with us but she managed to do so with us both. She didn’t spend all time talking with one of us and not the other. She chatted with us both and wanted to find out more about the pair of us. Smart move.
But probably the best thing which Hallie did was…
- She Actually Gave A Sh!t
We really felt that throughout our meal Hallie actually cared about us. Like she was genuinely bothered about us having a nice time. She took it upon herself to make sure this was going to be the best birthday brunch I’d ever had. And she succeeded in that mission, without question.
How many times have you received service which is just so, well, meh?
Like they are going through the motions.
Like they maybe don’t even want to be there.
Not on her watch.
It reminds me of the famous quote from Theodore Roosevelt – appropriately the 26th President of the United States.
“Nobody cares how much you know until they know how much you care.”
Are you and your staff showing your clients how much you care?
Long after we left the Overlook Grill I was furiously making notes on my phone, as I knew I had to share this experience with everyone and I know there were some elements I missed.
Now I don’t know if Hallie has ever read the seminal 1936 works of Dale Carnegie and his book, “How To Win Friends and Influence People” but I’d say there’s a fair chance she has.
Flicking back through his book upon arriving back on British soil I was especially drawn to part two, entitled ‘6 Ways To Make People Like You’.
He breaks them down as follows:
- Become genuinely interested in other people
- Remember that a person’s name is to that person the sweetest and most important sound in any language
- Be a good listener. Encourage others to talk about themselves
- Talk in terms of the other person’s interests
- Make the other person feel important – and do it sincerely
Six out of six – she must have read it!
Now if you’ve never read Dale Carnegie’s book then I’d thoroughly recommend picking up a copy… it’s only £6.99 with free delivery on Amazon Prime.
Either that or borrow Hallie’s copy…
So thank you Hallie, thank you Overlook Grill and thank you Cosmopolitan Las Vegas for the part you all played in making this a truly memorable birthday.
Oh, and special thanks to my Hollie for choosing and booking it in the first place.
Same again next year?
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