By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training


It was in a Las Vegas NON-STRIP hotel restaurant. My husband Dick and I were seated quickly enough, but the wait for silverware, water, menu and a waiter seemed forever.

Dick has a lot of patience (he’s never used any). Thankfully, this time he held it in for a while. After a few minutes of no service, no water, no menu, no waiter, he waved the closest person to him and said, “We’ve been here a while and we have no water, no menu, no silverware and no waiter.”

Without missing a beat and with giving us a big smile, the busboy who he had waved over said with a lovely Hispanic accent, “I’m the busboy, but I will get it all for you.” And within 45 seconds we had everything. Water, menu, silverware and soon, a waiter.

There was no:

* I’m not a waiter.

* It’s not my job.

* I’ll get your waiter.

* Someone will be with you soon.

* I’ll check for you.

No excuses. He stepped up to the plate, handled and saved the situation.

“I’ll get it for you.” He took ownership.

The number one trait all business owners want – OWNERSHIP!

That’s the way it should be!

Don’t pass the buck. Handle the situation.

We normally don’t tip busboys; however, this time we made an exception. A big-time exception. It was very impressive. His English wasn’t great, but his service sure was.

Nancy Friedman

Nancy Friedman

Communication and customer service expert Nancy Friedman, The Telephone Doctor, founder and chairman of Telephone Doctor Customer Service Training, is back in the saddle again. Well, back into live onsite programs, and still offering her ZOOM programs, in a cost saving manner. Whichever you choose, onsite or Zoom, you’ll be glad you did. The reviews are excellent, and audiences have loudly applauded her in either area. Sales, customer service and communication skills are her area of expertise, and she welcomes calls, texts, or emails. You can reach her directly at; through the website at, where you can sign up for her newsletters; or call/text directly at 314-276-1012 central time. Bring it on. Whether you need a keynote speaker or workshop/breakout speaker on customer service and communication skills, you’ll make a great choice.