How confident are you in your employees? Do you believe they are capable of doing their job well? More importantly, are your employees confident in themselves, in their ability to perform their job and deliver excellent service?Confidence doesn’t come naturally. Everyone needs guidance and practice to feel comfortable in handling problems and serving customers. Some employees may say they are confident in their abilities but may come across as uncaring, cold or even aggressive in their approach when dealing with customers. A truly confident person is perceived as genuine, trusting, supportive and assertive in how they carry themselves and communicate with others. This is extremely important in the workplace because this has a direct affect on the way customers feel they are treated and whether they choose to return to your business again.

Iguana Mia restaurant located at 28051 South Tamiami Trail, in Bonita Springs is a prime example of a business having trained and confident staff. They are nominated for their “Over the Top Customer Service” in how they handled a customer’s catering order. Pam Riley pre-ordered a catered dinner for her party the day before the event. She was nervous that the order would be forgotten and she wanted to make sure that Iguana Mia had ample time to prepare the food. However, when speaking to the manager who took her order, she was amazed at his confidence in how he handled the call. He assured Pam they would “take care of everything” and that the order would be put in the next day in time for her to pick it up for her party. Furthermore, he told her that the employees are used to these large food orders and that they “do these orders all the time” which left Pam feeling very comfortable knowing they would handle everything. She stated that the order was ready on time, just as she was told, and that the staff handled everything perfectly. This type of experience left Pam trusting the staff in their abilities to get the job done efficiently and correctly. When asked if she would return to Iguana Mia, she confidently said, “Yes, most definitely”. Moreover, she also told 6 other people about her wonderful experience, in addition to her party of 12 guests. This great experience resulted in 18 referrals for the restaurant and a loyal customer who will return for repeat business.

Properly training your staff to exude this level of confidence in how they serve their customers is priceless. Knowledgeable and efficient staff that do their job well make a customer feel at ease knowing they are being taken care of properly. Confident employees create confident customers and confident customers are your best form of advertising.