“Mr. Christian, welcome back,” bellowed Lee.
It had been 6 months since I dined at the Japanese restaurant.
Yet as soon as I walked in, I was greeted like I’d been there yesterday.
Lee isn’t the establishment’s owner.
He’s a server—the best I’ve ever experienced.
The food and drinks at the restaurant are excellent.
But the reason I come back is Lee.
This evening, I found myself curious as to what makes Lee great.
As I watched him work the room, 4 themes emerged.
1. Rapport Development
2. Powerful Questions
3. Product Knowledge
4. Hustle
What struck me is that these 4 themes are also critical for business development.
Here’s how.
1. Rapport Development
Lee has a welcoming and enthusiastic demeanor.
He remembers everyone’s name.
Lee makes you feel special.
In sales, you must be passionate about your product or service.
Make it about your prospect.
Always remember what’s in it for them.
2. Powerful Questions
After greeting guests, Lee asks, “what brings you out?”
He’s assessing if it’s a date night, business dinner, or a celebration.
With these answers, he personalizes the experience.
In sales, you must ask meaningful questions.
Your objective is to uncover the buyer’s needs and desires.
Understanding this allows you to customize the buying process.
3. Product Knowledge
Lee knows the complex Japanese menu inside out.
He makes recommendations based on occasions and preferences.
Because of his excitement for the menu, I often let him order for the table.
In sales, you must understand your product and service intimately.
Prospects want to speak with experts.
Demonstrating knowledge and passion gives prospects confidence.
4. Hustle
Lee never stops moving.
He’ll serve tables, bus them, and even bartend.
His objective is to ensure you have a positive experience.
In sales, you must be willing to put in the work.
Prospecting, presenting, pitching, and closing.
Be ready to do whatever it takes to win the business.
After another wonderful experience, I tipped Lee very well.
But I felt I could do something more.
That ‘more’ is this—which I’m sharing with the restaurant’s management and Lee.
Along with a note that says, “Excellence is doing ordinary things extraordinarily well.”
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