Improv and service recovery

Johnnie Moore

Johnnie Moore

I’m Johnnie Moore, and I help people work better together

Rich from Hello World in South Africa adds a nice riff to yesterday’s post on Miles Davis. He relates the idea of improvising to service recovery, recalling his days as a waiter.

I remember a lot of the other waiters getting overly upset with the grillers when they made the occasional mistake with an order. It never bothered me though. I was almost always guaranteed an extra 5% tip when there was a mistake, because I got to show how well I handled it. Damage recovery is one of the very few times you get to show-off. It’s often difficult to shine when all is running as expected.

Nice story.

By the way, I get a child-like thrill that a post by a guy in Texas is picked up in London and embellished in Johannesburg.

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