Communication Company Culture Customer Service Reservations Restaurant Uncategorized

A Little Communication Shift, Yields Results

What were the minor shifts? At a very subtle level, the demand shifted to a request with a pause, an option, and gratitude.

I love to explore companies with high-performance cultures.  Mindvalley is one on the top of my list.

Well, I learned something from Mindvalley that was so little yet so BIG. Although I can’t put my finger on the article or study, I did make some notes. And the more I thought about it the more I just had to share!  Although this is another article about restaurants, it provides EFFECTIVELY PROVEN communication advice.

As most of us are aware, it is important for restaurants to keep tables filled, so turning them over quickly and efficiently is typically a critical success factor.

When taking reservations, the script for the restaurants in this study was, 


“Irma, we have you down for a table of 2, at 8:00 p.m. Please call us if anything changes.”

Sounds ok, right? Sounds typical.

But then they made a small tweak.  Here is the new and improved script.

“Thank you, Irma. We have you down for a table of 2 at 3:00 p.m. Will you please call us if anything changes?”And then paused, waited for a response, and added a thank you.  

What happened?  the chances of calling back went up 80%. Oh, and cancellations dropped dramatically!

WOW, 80% Improvement??? IMPRESSIVE!!!

What were the minor shifts?  At a very subtle level, the demand shifted to a request with a pause, an option, and gratitude.

Thanks for always sharing great stuff Vishen!

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