Page 94 - The Apple Experience

psychology and worked as an instructor at San Francisco State University as
well as a corporate trainer for a large, publicly traded company for years

before her role at Gallo Communications. Vanessa applies psychology to all

facets of communication and customer service, including the art of

multitasking.

Early in Vanessa’s career, she also managed a tasting room for the largest

winery in northern California’s Livermore Valley. If you’ve ever been to a

very busy winery, then you know it requires the best multitasking skills an
employee has to offer. At any given time there could be dozens of people in

the room, some who are enjoying their wine while the staff provides

education on each glass. Staff must move from person to person, provide

insight, and keep track of where the person is in the tasting process, in

addition to closing transactions at the register upon checkouts. Additional

patrons are behind the first row of people already at the bar. They are waiting

or trying to find room to squeeze in. Meanwhile, an entire tour bus of visitors
could show up pouring fifty people through the door. When I visited

Vanessa, I had two thoughts. The first: I would never want this job! The

second: Everyone in the room was calm, perfectly choreographed, and the

customers were enjoying a memorable experience.

When I asked Vanessa about why effective multitasking is so important

when handling a packed house, she gave me an interesting way to look at it.

When you invite people to your home for a party, the hospitable routine

should include greeting your guests upon arrival, directing them where to put

their coats, showing them where the drinks and goodies are, introducing
them to other guests who’ve already arrived, and possibly giving them a tour.

This routine requires a host who can multitask and do so in a way that makes

the guests feel welcomed and content, which ultimately leads to a successful

party.