How to achieve customer satisfaction


This video post is part of Sullivision on, a resource center for restaurants looking for service, leadership and sales-building techniques from industry expert and NRN columnist Jim Sullivan.

Delivering good service means the customer never has to ask for anything.

This short video (at left), The How of Wow, from the DVD 60 Second Lessons in Leadership, explains how restaurants are earning excellent reputations for customer service by focusing on eliminating customer dissatisfaction.

You’ll learn why the meaning of the customer service changes when the customer changes and how to ensure that your managers and crew are delivering what your customers actually want — not just what you think they want. You’ll also find out how clearly defining your top 5 customer complaints — and expectations — is key to building traffic and satisfaction.

Jim Sullivan is chief executive and founder of, which designs leadership, service and sales-building products, programs and services for the Top 200 restaurant and retail brands worldwide. Clients include McDonald’s, American Express and Walt Disney Company. More information on Sullivision and its products and services can be found at

Follow Jim Sullivan on Twitter, Pinterest and LinkedIn: @Sullivision