Service and the Art of Grilling

Holidays like Labor Day are excellent times to sharpen your grilling skills.  I am an avid steak griller.  When entertaining guests, it is important to begin the grilling process by gathering a bit of steak intelligence.  From rare to well done, guests differ in their steak partiality.  Some like their steaks marinated or highly seasoned.  Some want all the fat removed.  Some prefer their steak get to rest after cooking and before serving.

Steak presentation can be enhanced with searing the steak on a super-hot grill before the methodical cooking process begins.  I’m not a grill sissy who makes cooking decisions solely with a stop watch.  I prefer the art of reading the steak, carefully manipulating the grill temperature and occasionally using a meat thermometer.  Forks are not allowed around a grill; only tongs to turn the steak without punching holes in it.

Customers like their service in as varied a ways as people like their steaks.  Some customers want raw service—no frills, minimal effort and with no extra coddling.  Some prefer a highly tailored experience with the rich interpersonal connection of a smoker filled with mesquite.  Some care more about the presentation than any other aspect of their service experience.  Like steak grilling, it is important to first learn what customers prefer.  And, if you are serving hundreds, thousands or millions of customers, look for ways your customer can help you “cook” their service just like they want it.

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
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