I’m writing this from my hotel room in Rome after a day touring the Vatican,
Sistine Chapel and Colosseum by night.. Roberto The Revenue Gladiator – Suggestive Selling Gold Medalist
There is a Salvidor Dali exhibition at the Museum and we’ve barely touched the surface of things to do in Rome..
What has struck me though is the genuine desire of people in customer service positions to give great service..
Why People Buy? Lessons from Roberto..
I took a photo of our waiter Roberto yesterday at the El Presidente Restaurant just near Trevi Foundation..
This guy was so charming, funny, enthusiastic and King of the Suggestive Sell..
He proved the fact Paco Underhill wrote about in Why People Buy, that if you have rapport
(Roberto did once he told my wife ACDC was his favorite band and
‘Long Way to the Top’ was his all time favorite song…
I knew we were in trouble once he pulled that one on us…)
But once you have rapport, have discovered needs,
then enthusiastically suggest and recommend and
give good reasons and benefits for taking up those
recommendations, people will say YES… YES… YES..
I’m not going to tell you how much Roberto extracted from me yesterday…
but let’s just say, it was a learning experience…
and I told him at the end when I was paying the bill, I was in the presence of a Master..
Roberto had practiced and honed his skills over many years..
At the same time, I could see, he loved sharing food and wine with his customers..
He loved creating a fun, hospitable atmosphere..
Service is NOT Subserviance
He didn’t see service as being subserviant.
He saw service as helping people enjoy their relaxation time..
enjoy their lives…create wonderful memories..
Anyway, it’s midnight over here now so time to hit the sack..
In the meantime, Roberto has probably helped another 100 or so people today enjoy Rome and extracted some good numbers for his restaurant..
And I haven’t even got to the part where we met Eric the Tour Guide of the Vatican and Sistene Chapel..
I’ll leave that to another time..
But that’s a story about the transference of value, knowledge and enthusiasm ..
Will keep you posted..
Keep your world moving forward.