A colleague shared with me this speech clip from Susan Salgado, director of culture and learning for Danny Meyer’s famous Union Square Hospitality Group. The group includes Shake Shack among many other brands.
The clip is a short story about a hospital nurse who took some clever steps to ensure patients received quick and efficient care.
What will impress you is not so much his actions but the downstream effect of them.
“Help me help you” is an expression … often delivered sarcastically … that means I need you to give me something–information, access, etc.–in order for me to serve you.
But the reality, at least for a service organization, is one step beyond: “Help me help you help the customer.”
The business of customer service is a relay race. It’s one we won’t win unless we hand off the baton like a good teammate.
