Speaking in Pictures: How do we communicate successfully?

Telephonic communication is crucial, especially to get right the first time. People are communicating with each other and cannot see facial or hand gestures, body language, or examples to reinforce their explanation or communication. People communicate in pictures, and if notes are not taken down to remember the details it is very likely possible that I might not receive the result that I expected. Not only to my disappointment but most probably to the detriment of the organization.

To communicate successfully while one person is speaking the other person has to remain attentive and listen carefully. During conversation person A and person B has to get their pictures the same regarding the topic being discussed. Picture A = Picture B, if you do not succeed in getting the same pictures communication will not be successful.

Telephonic service and recording take away orders

• Listen well.
• Do not interrupt.
• Write down.
• Repeat back.
• Speak clearly and controlled.
• When repeating the order back use the opportunity to upsell from a 200g steak to a thicker and juicier option, and suggest top-up’s or extras.
• Suggest items that pair well.
• Complete the food order in detail and then you move to desert’s offering a choice between a few options.
• Lastly, you offer your guests a choice of drinks that are available as takeaway.
• Write down, read back and use a sales opportunity even if you have to be creative!
• Be friendly and business-like, do not be overly familiar.
• State your name and the business name for clarity, guests do call the wrong stores by accident sometimes if part of a group or chain.
• Offer your assistance and take the caller’s name and number that you can call the guest back if the line is lost.
• Write down the caller’s address in case of delivery, ask for a second telephone number.
• Offer the caller an estimated time of delivery or when the order can be collected.
• Do not over-promise on the delivery time, keep it realistic.
• Before the food is delivered get a staff member to double-check the order with you before it is dispatched.
• When guests call and collect, show the guest the food before they leave the store.
• End your conversation, thanking the caller for calling the store and invite the caller to call again soon.

Taking a booking

• Listen well.
• Do not interrupt.
• Write down.
• Repeat back.
• Speak clearly and controlled.
• Be friendly and business-like, do not be overly familiar.
• State your name and the business name for clarity, guests do call the wrong stores by accident sometimes if part of a group or chain.
• Offer your assistance and take the caller’s name and number that you can call the guest back if the line is lost.
• Take the details of the booking and ensure to write down the details. Get the specifics right and repeat it back to your guest.
• Make notes of all specific details for birthdays or surprise elements for work functions.
• Offer the guest the store email address if they would like to send a confirmation email with all the required details.
• Confirm that the store will respond via email within 24 hours.
• Ensure you write details down and read back to the guest.
• Offer the guest your name and surname for reference if the guest might need to make any changes to the booking.

Incorporating an online booking and or takeaway delivery service into your business is essential, many potential guests visit your website or Instagram pages, like your offering and might want to make an online booking or place an online order. Be ahead of the pack and do not miss out on this potential revenue stream for your business.

Remember to listen carefully, read back, and explain back to the guest to ensure that you understood the detail required. Use additional selling opportunities!

Now the picture = picture = Success!