Fratisha  is a little lady with a big presence.

There may not be a college major or graduate degree in Great Customer Service, but I often see lessons in this art being taught by everyday people.  They can teach us all something about how to handle customers in a service environment.

If you have never been to Roscoe’s Chicken and Waffles in Hollywood, it is worth a visit. An extremely affordable experience and you are very likely to observe the effects of good communication.

On any Friday night, and many other nights, there can be fifty or more people outside, along the skinny sidewalk, waiting up to an hour or more to get a table inside. Yes, for chicken and waffles. And as the hunger of those waiting grows, customers make continual visits to the outdoor hostess podium, seeking information about how long before it’s their turn.

Fratisha was the hostess on the evening I visited, and it was an object lesson in how a smile and a pleasant tone can win over even the most frustrated and hungry diners.

I was fascinated watching Fratisha, this little lady, handle the carnivores who were  eager to consume the crunchy fried chicken and  butter-smothered waffles inside.

While greeting new arrivals, Fratisha extended a genuine care for the “Are we there yet?” folks. And each time, she exuded a sense of We-have-this-under-control confidence that left inquirers comforted, knowing they were in good hands.

Crowd control is difficult enough, but dealing with a hungry crowd raises the stakes.

Fratisha handled everyone with the same friendly eye contact, smile and courtesy, even if the visitor to her podium was not in the best of moods and offered a “What about me?” attitude.

You never know where you will encounter a true expert. Customer service expertise is something for which there is no formal education, but perhaps there should be. Customer service is an art, a science and a performance all rolled into one.

This evening’s lesson came from Roscoe’s, so we extend an honorary Big Brain M.C.S. (Masters in Customer Sevice) to Fratisha, a Big Brain Customer Service Award winner. Well done.

Roscoe’s Chicken and Waffles
1514 North Gower Street
Los Angeles, CA. 90028
TEL. (323) 466-7453

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©2014 Kevin T. McCarney. All rights reserved.


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