observational skills Archives - Shep Hyken

I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken. Rico asked my friend if he wanted the croutons left off the salad. My friend was surprised by the question and responded, “Yes. How did you know?” And, I wondered the same thing. How did Rico know? It turns out the answer was simple. Rico was very observant. He noticed that my friend hadn’t touched the bread and butter. He assumed, and correctly so, that my friend was staying away from bread. And just to make sure, he asked. (more…)

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