Article: “Key to great service is avoiding the 12 fatal flaws” (Jul.2006)

excerpt:
“When plotting service strategy and delivery, too many operators, managers and trainers focus on what they should “do” for their guests. I think it’s just as instructive and illuminating to define first what not to do. In other words, do you know what you don’t know that you don’t know?

So let’s take a closer look at what not to do to the guest and examine the fatal flaws of service-giving as seen through the customer’s lens. Eliminate these service blunders, and you may no longer have the need to “teach” service at all, because your customers will have a consistent experience characterized by the absence of complaints…”

source: “Key to great service is avoiding the 12 fatal flaws” by Jim Sullivan (Nation’s Restaurant News, Jul.31,2006) [free registration req.]