An old carpenter handed in his resignation to his boss, ready to leave his familiar construction industry and go home to enjoy family happiness with his wife and children. He is one of the most famous carpenters in the country, and his craftsmanship is superb. The boss was reluctant to leave such a good employee and asked him if he could help build the last house. The old carpenter readily agreed. However, it is obvious that his heart is no longer at work, he uses waste and does rough work. When the house was completed, the boss handed him the key to the gate and said to him, "This is your house and a gift from me." He was dumbfounded with shock and ashamed. If he had known that he was building a house for himself, how could he be so careless and perfunctory? Now he has to live in this shoddy house!

The Power of Enthusiasm

The story of Frank Patel, a famous American life insurance salesman, was the biggest blow in his life soon after he transferred to professional baseball. He was fired. His movements were weak, so the team manager deliberately asked him to leave. The team manager said to him, "You are so slow, which is like being on the court for twenty years?" I tell you, no matter where you go to do anything, if you don't cheer up, you will never have a way out. "

After Frank left his old team, an old player named Tiny Mihen introduced him to Xinfan. On the first day in Xinfan, Frank's life had an important change. Because no one knows his past situation in that place, he is determined to become the most enthusiastic player of Xinfan. In order to achieve this, of course, action must be taken.

when frank came on stage, it was as if he was charged all over. He threw the high-speed ball so forcefully that the receiver's hands were numb. I remember once, Frank rushed into the third base with a strong momentum. The third baseman was stunned, the ball missed, and Frank succeeded in stealing the base. At that time, the temperature was as high as 39℃, and Frank was running around the stadium, probably falling down due to heatstroke, but with the enthusiastic support of others, he held on.

the result of this enthusiasm is really amazing. Thanks to his enthusiastic attitude, Frank's monthly salary has increased sevenfold. In the next two years, Frank worked as a third baseman, and his salary was increased to 31 times. Why? Frank himself said, "It is because of a passion, and there is no other reason."

Later, Frank hurt his arm and had to give up playing baseball. Then, he went to work as an insurer in Fitley Life Insurance Company, and he didn't get any results for more than a year, so he was very depressed. But then he became enthusiastic again, just like playing baseball in those days.

later, he was a big hit in the life insurance industry. Not only was he asked to write a manuscript, but he was also asked to give a speech on his own experience. He said: "I have been engaged in sales promotion for 15 years. I have met many people whose incomes have doubled because of their enthusiasm for their work. I also met other people who were desperate because of lack of enthusiasm. I firmly believe that only enthusiastic attitude is the most important factor for successful sales promotion. "

it's not a cabin cake, it's a villa cake!

Pan Zhenni's bakery

We run a bakery and cake store. Before we entered this business, we never worked as a salesgirl for a day, and we didn't know anything about our products. We just gradually accumulated experience and explored from it. I used to be a consumer. When I entered the service industry, I just thought of it as: If I am a consumer, what kind of service do I need? From this point of view, I won the affirmation of consumers, and my business is getting on track. However, I still experienced a frustrating experience of serving others.

once, a young woman came to order a 6-inch cupcake and expressed the hope that there would be a garden villa on it. I said it might be a little difficult to draw a villa on a 6-inch cake, hoping to make it bigger to make it easier for the master to spend, so we coordinated it into a 7-inch cake. I also said, "I'm afraid there may be a gap between the garden villa in your heart and the villa we painted. I hope you can provide pictures." "She said it's hard to find at the moment, let's play!

The order was handed over to the master, and it was painted several times. I felt that the plane was still not as good as the three-dimensional, so I drew a "Christmas cabin" that has been selling well in our store. Apart from a cabin, there are trees, deer and carriages, creating a realistic Christmas scene. The master thought that this should be able to explain the past.

In the evening, the woman came to pick up the goods. When she saw the Christmas cabin, she didn't appreciate it. Instead, she said that we were perfunctory and had several arguments. She said, "I asked you to draw a villa, because we just booked a house to celebrate today, and you sent it away with a biscuit house. Do you want to do whatever you like, and we will accept it according to the order?" At this time, I was negotiating with her and said, "I'm really sorry. Maybe you often spend money in large-scale specialty stores, which has its own standards. Now the master has repeatedly revised it, and I feel that I am not sure, so I have to come up with the best model sold in our store, but I didn't expect you to be very satisfied. If you don't want to pick up the goods, we can't help it, just refund the money, just because we can't make the cake you want. "She said," I can't even say it! "Pick up the goods and leave. Later, her husband called in and accused us of poor service attitude, but he refuted all my explanations and threatened that he had enough ability to make us unable to survive here. Since then, I have never seen this guest again. At that time, I only felt that I couldn't meet the customer's needs with my best efforts, and my heart was full of frustration.

a year ago, I attended a service workshop and learned that the original customer satisfaction actually came from the customer's expectation of our service. When expectations fail or fall short of expectations, natural customers will be dissatisfied. Although we think we are working hard, the expectation gap is still the goal we should work hard for. We must try to shorten the gap between customers' expectations and even exceed them. With such an idea, I have clarified my blind spot, and I am no longer frustrated and helpless about this matter. Although I have never seen this guest again, I believe that the same incident and similar guests will continue to be staged every day, and I have enough ability to deal with it.

Walking out of the haze and seeing the sunshine

Arctic red catering industry

I can be regarded as a senior service worker. At first, I engaged in catering work with an inferiority complex, and I always felt that anyone, even those who didn't study, could do it! However, I found myself here and found my self-esteem blinded by myself.

I remember once, when there was a table of guests, the father told his children, "Look! You don't like reading so much, so you can only carry dishes like them in the future! He admonished his children regardless of our feelings. Some colleagues around us need to get a second job because of family changes or other factors. When they enter this industry, the first thing they face is service. However, how to face the guests calmly and how to learn not to reveal their emotions requires many struggles. Newcomers, often because of their first contact with the catering industry, inevitably suffer from external strangeness and internal suffering, leading to burns or bruises; However, as soon as I saw the guests coming, I had to dry my tears and lick my wounds. What makes me sigh most is that there are not a few guests who come to the restaurant for dinner every holiday. Seeing this scene, it has become a luxury desire to think of children who are service personnel and want to go out for dinner with their families on holidays. At this time, the ostrich mentality has once again come to mind.

however, all this unpleasantness disappeared with the growth of our company. Our boss is an honorary instructor of small and medium-sized enterprises in the Ministry of Economic Affairs, and he spares no effort to re-educate employees. Every year, he has planned education and training. With the efforts of all staff, this restaurant won the ISO-9112 certification in 1998 and became the first restaurant in China to pass the international quality assurance certification. Therefore, we, who live here, wear uniforms and hang famous cards, which further highlight our dignity and get unprecedented recognition from our guests.

the guests who come to our restaurant for dinner have already felt our specialty and regarded our service staff with special respect. With the frequent media exposure, my colleagues' families and children have also given us high support and recognition, and I have also jumped out of the box of self-painting and stopped feeling inferior. Therefore, I deeply understand that no matter what kind of industry, the industry will be the best, and most importantly, I have earned more than my boss along the way, because I have come out of the haze and seen the sunshine.

the pearl of the orient, the capital of service?

Yan Jiahua's international trade

This is a very unpleasant dining experience when I was traveling with my colleagues in Hong Kong. The time was February, 1997. My colleague is familiar with Hong Kong, so we didn't join the tour group. She arranged all the itinerary and accommodation, plus the scenic spots I wanted to visit. Just when I felt that everything was almost so smooth and beautiful, I was ruined by an annoying episode in a restaurant.

After we sat down, we looked at the menu to order. We noticed that the staple food we ordered included a drink, but the waiter never delivered it. We thought we would wait until the staple food was finished. Although the drinks with the same staple food were delivered at other tables long before the staple food was served, we still patiently finished the meal first. But even when the waiter took away our tableware and brought the bill, we still didn't see our drinks. We don't care about just a drink, but we care about the rights and interests. I approached the waiter with a gentle attitude, but I didn't know what he suddenly said loudly in Cantonese. My colleagues and I don't understand Cantonese, except that the whole restaurant is watching us, as if we had done something wrong or asked the wrong questions. I was stunned on the spot, puzzled by his reaction, and only felt puzzled and embarrassed. Of course, the drinks didn't come. I paid the bill with my colleagues and left. In hindsight, I think we are really easy to bully, but what can we do? On other people's turf

, the other person speaks Cantonese, and most people who eat in restaurants are Hong Kong people. If I were in Taiwan Province, how could I let the other side be too wild?

After talking to my colleagues, I think it may be that the business of the restaurant is so good that he left out not only that he didn't admit it, but he became angry, or that he was biased against Taiwan Province people. However, it makes people feel very puzzled! ?

ladies and gentlemen, if it were you, what would you do?

boss of differential treatment

Cai Xu junior high school student

I am a busy junior high school student, and time is what I need most every day. But there is a store that keeps wasting my life.

I went to a bookstore to buy some reference books, but one of them didn't come with an answer book. My boss told me that the answer book would be delivered in two or three days. At that time, I was happy to let go, thinking that it would only take half an hour to run one more time, not to mention that it was not her fault. After about a week, I finally found time to ask for the solution book. My boss told me this time: "She forgot to remind the manufacturer.". Although I have some dissatisfaction in my heart, I have another thought. The boss may be really too busy, especially when the school has just started, and there will be something missing. What's more, she still smiles at me so brightly that it seems that I can't forgive, so I went home again.

after another week or two, I thought there must be no more questions, but the result of asking again disappointed me, and my boss still forgot. I decided to change my method next time, so I asked by phone instead. My boss always said, "Please call again next week. Sorry! My telephone inquiry gradually became a formula, but my boss was unmoved. Time flies quickly, the first monthly exam has passed, and the content of this book has lost one-third of its function. Gradually, even my parents began to doubt, so they asked me instead, but the result surprised me. The boss actually said that he could pick it up tomorrow, which was obviously different treatment.

I don't know if the boss has ever thought that maybe we are still children, but one day when we have income, we will choose a good store instead of being treated unfairly because of our different status.

The first computer

Elephant junior high school student

On this day, I came to the well-known Guanghua shopping mall with a happy mood, and I was pregnant with a lot of money, ready to buy the first computer in my life. I strolled around the mall once, chose a shop with moderate price and a good boss attitude, and went in.

after I went in, I told my boss that I had a budget of 61,111 yuan, and asked him to suggest what kind of CPU I should buy first. In fact, I had a score in my mind at that time, and I had consulted all kinds of related magazines. The owner of this shop is very careful. He introduced several well-evaluated styles in the market to me and listed the advantages and disadvantages of each one for my reference.

Then he introduced all kinds of equipment to me one by one, and listed a list that was suitable for me and saved nearly 11,111 yuan. After all the equipment was selected, he began to assemble. He used skillful assembly skills, and in the process of assembly, he taught me step by step, from the setting of motherboard to the assembly skills of random access memory, and also taught me various ways to solve difficult problems.

after all the hardware and software were installed, he also asked someone to help me move my computer to my father's car. This thoughtful service attitude is really rare.

Back to the previous page

Warm pick-up and drop-off

Yang Yinfeng, a civil servant

I am a passenger of Guide Passenger Transport 282, who lives in Chengda University, and I am impressed by three drivers.

The first driver was a very young man. He is very funny, because I haven't seen him for a long time. When I got on the bus, he blew me a kiss from this old Xu Niang. I asked him when he would stop work, but I just asked casually. I didn't expect his witty answer: I don't date again, so why ask! Later, I saw that he also greeted other passengers kindly, talking and laughing; Maybe this is his way of killing the boring time of driving, so he doesn't smile.

The second driver is middle-aged, which is even more precious. One day I took the car he was driving and found him wearing a pirate hat and cloth towel on his head. It seems that he has become a person from another world, and we are passers-by he has taken captive and are flying to his base camp. In fact, I am a very open-minded person and I don't object to small changes in my head; However, his costume also brings a very interesting atmosphere. On the way home that day, I always thought it was funny.

The third driver is also a middle-aged man. He is very childlike. He wore a balloon on his head. When he stopped at a red light, he picked up the balloon and blew it. He skillfully tied it up and put it aside. When a child gets on the bus, give it to the child who wants a balloon; The child who got the balloon was so happy that he wanted it again, and he felt very happy. In this way, the car was filled with a carnival-like atmosphere, and everyone was immersed in it.

Thank you for the warm pick-up and drop-off feeling brought by the driver of Guide Passenger Transport 282. I hope you will drive smoothly and happily!

Sincerity and customer service

Xie Boqian's junior high school students

Taiwan Province has entered the service industry society from the industrial and commercial society. Since it is a "service industry", it means that customers are supreme, so that we can make money in harmony.

generally speaking, many stores have after-sales service, especially electrical and mechanical supplies. Even if the deadline has passed, as long as there is a guarantee, I believe that most businesses are still willing to help, and I have encountered a more special experience.

before I bought something, I was not only in a hurry to use it, but also didn't read the instructions carefully, which made the things I just bought die before two times. This kind of situation is common on my walkman. To make matters worse, I often lose my guarantee. But that was lucky! I went to an electrical appliance store in the sixth section of Zhongshan North Road, holding me just now.