Not Being Sarkari

 Today I attended a pasta cooking session. I love cooking and keep on trying new dishes regularly. So, this pasta session was a logical thing for me to attend. More than pasta, I was amazed the way chef conducted the session. Whole cooking session was made lively by the chef, who was not afraid of licking his fingers in front of the crowd. He was cool, informal, enthusiastic and knew his stuff thoroughly. Chef regularly involved in conversations while preparation was underway. There were hardly moments of awkward silence during the cooking session. He used his time effectively to build relationships with audience. Though, chef was representing a pasta company, he hardly spoke about his pasta. He concentrated only on the cooking techniques of pasta. Educating customers and building relationship was his priority. His spotlight was on audience and not on himself or his product. In a nutshell, he ensured that people enjoy the journey before reaching the destination. He made sure that people thoroughly enjoyed this journey. I guess this an important principle in customer service. Most of the time, we customer service professionals concentrate on resolutions. We hardly pay attention on making that journey smooth for the customer. We are so engrossed in our processes that we usually forget about the person standing in front of us, who actually pays our paycheck. I guess if we can spend sometime on making that journey smooth, customer might decide to stay back and do business with us after his problem is resolved. We usually put more stakes on reaching the destination than enjoying the journey. It is human nature.