HOW YOUR EMPLOYEE CREATE BRAND?

Posted on December 30, 2020 by Dharmesh Gajjar, One of Thousands of Business Coaches on Noomii.

in year 2015, I was on Europe Business Trip, City Prague, Chezh republic. I was staying in one of 5-star hotel, I was stayed 4 night. As we know Europe countries are mostly non vegetarian. I am an Indian and vegetarian, I don’t like non veg food.
1st day in morning breakfast time, I went to restaurant, the lady manager, age around 50 – 55 years of restaurant was watching towards me, that I am taking Milk and Fruits for breakfast. (She Observed me)
2nd day morning same time I want for Breakfast in the restaurant. First, I see all available Breakfast on counter, I took dish with Fruits and Milk, then sit on my table.
Same thing happens, that lady manager was watching me and noticed that this Indian person is not taking any foods on breakfast time.
She came to my table and asked me a question, Are you Vegetarian?
I replied: yes, I’m vegetarian.
She just talked and went away.
3rd day in morning same time I want for Breakfast, same as yesterday, I took dish with Fruits and Milk, and sat on my table.
Same thing happens, that lady manager was watching me and noticed that this Indian person is not taking any food on breakfast time.
She came to my table and asked me: why don’t you not try for some egg’s items like Omelets, half fry?
I replied: I am a vegetarian and don’t eat Egg also. I like to eat only veg.
I also added more words: Many items are non veg, made with meat, chicken and eggs. I don’t prefer to eat this kind of food, because of vegetarian.
She said: I understand but as a restaurant manager I really don’t like, any of our hotel guest don’t take breakfast.
I said: that’s great and it’s your duty and your satisfactions.
She was disappointed and said, I saw you are one more day here, (tomorrow is your last day). So, tomorrow morning when will you are here for breakfast, please meet me.
I replied: ok I will inform you.
4th day was my last day. And I have to check out by 11.00 a.m because of having flight on 4 p.m
In the morning, I entered in to restaurant, that lady manager was at counter talking with her other staff members.
I thought, why have to contact her, as I’m hurry to check out, have to pack my luggage and all. so, I took dish with some fruits and milk, finally sat on one of empty table.
Just took a 2 pcs of fruit pcs, she looked toward me, she sent one lady waiter to pick up my dish. That lady waiter came and pick up my dishes.
I replied: what are you doing? I didn’t complete my breakfast.
She replied immediately: Sir, you are our valuable guest, please wait, we are preparing a special dish for you.
I was sitting there for 10-15 minute, only drinking Milk. One of lady waiter came and serve me an Italian Pizza- it was around 1.5 feet size. With some souse and pickles.
That was the greatest day, because since last 4 days I didn’t eat proper food, I got pizza and I eat. When I completed my pizza. That lady waiter came and serve me an Indian Masala Dosa. That was also very testy and I enjoyed.
Again, she came with Onion Uthappa, my stomach was already full but the test was awesome and I enjoy all three dishes.
During eating last item Onion Uthappa, that Lady Manager cam and sat on my table.
She starts saying: Hello sir, did you enjoy this special Indian food.
I replied, yes mam, I really enjoy and happy that after very long time, I eat this kind of dish giving satisfaction to my stomach and body.
We have had some more discussion going on, but one question was in my mind, which I asked her: why you prepare a special dish for me? any specific reason.
She replied very politely: Sir, you are our guest, and guest is our god, as a restaurant manager, my duty is to look after all guest. When I was noticing you that you didn’t take breakfast, i felt unhappy by my heart. So, I decided to do something for you.
I said: I understand, as an employee of organizations, customer satisfaction is required. But I personally didn’t demand for any kind of such food. But let me know how did you make this?
She smiles little and replied: since last 2 days, I understood that you are Indian and vegetarian, so I decide to searv Indian famous dish. To be frank, yesterday evening when I was at my home. I study some Indian recipe of Dosa, Pizza & Uthappa on internet, I tried at my home, I served to my Husband and children. I was very much happy to share this that my husband and children, they liked this test. They enjoyed lot of.
I was watching her face; she was very happy and her face was glow with smile and all.
She also added, Sir, you don’t know but I say, today these three-item you eat, was not prepared by a cook available here, it is prepared by myself. I was inside the kitchen and I personally prepared this.
I was shocked and fascinated with this answer, & replied, you cook this, you are the manager of this restaurant. It’s interesting. I can’t stop my words and asked the simple question. Why you cook?
She was very gentle lady, replied on those way, and I believe what the importance of Customer Satisfaction in any kind of business.
Her replied was: Sir, I am an employee of this 5-start hotel, hotel give me salary for my duties. My duties are giving best services all guest who are staying here. You are one of them. Everyone want their value of their invest money, I am also wanting the valued of salary I received from this hotel. You are a guest of this hotel, you didn’t take breakfast, you keep your stomach empty. Which makes me unhappy.
I decided, how to make happy my client, spent maximum time, search maximum on internet. Tried at my home, make my family happy, served and tested to my family and I try for you here today.
Today I’m sitting and talking with you, I know you are very much happy, and satisfied your stomach. Customer is our god, I want, when will be you come again Prague, you will book this hotel, not other. To make good brand image of our hotel, I am employee, giving better and the best services to our guest, so guest will be come again, it directly the % of booking are increases.
I said her, Today I’m leaving your hotel as well as this country also, but any of my Colleagues, friends and family member visit Prague, I will recommend your hotel name for booking and stay here.
Remark: This is Mr. Gajjar’s Personal Experience during Prague visit. He said any kind of biggest industries or hotel you have. Until unless you are not satisfied your customers or clients, they will not join you again. It directly effects on brand image. But if you can satisfy your clients, they will rejoin you, which increase your maximum sales, you can get maximum return of Invest money on marketing.
Mr. Gajjar said – First understand what your client or customer need, (same as Lady Manager- She understand that Mr Gajjar is Indian and eat only veg). You can offer them what they want. If client get satisfactory from your end. They will book you till the time they need your services. Which will increase your image and business.