Tag Archives: genuine care

Guest Services, Leadership

Complexity Is Your Enemy!

Leave a comment

Making things simply for the customer is the essence of great and prompt service! How often do you get frustrated by unnecessarily complicated and difficult service?

Our policy states… I need to ask my manager first… No, I am sorry… You need to… Please hold… let me connect you to…

Does any of this sound familiar to you? Trust me it is happening at your company as well! Our customers do have a choice, and if we don’t strive to make it easy for them to do business with us, one of our competitors will sooner or later!

Listen to your guests and put yourself in their shoes!

Screen shot 2013-12-01 at 6.02.07 PM

If you want to learn more from Richard Branson and his secrets to provide excellent customer service you must watch video below. My favorite customer service tip to empower your employees to do the right thing the fast and uncomplicated way is ‘it’s better to ask for forgiveness than asking for permission’.

If you enjoyed reading this post you can share it with your network by clicking any of the followbuttons below and don’t forget to subscribe to my blog for the newest posts!

Development

Changing the culture

2 Comments

Changing the culture is the basic requirement for any enhancements or achievements. If you are aiming to improve your associate or guest satisfaction, reinforce you standards of excellence or improve your star ratings, the first step is to establish a culture with a mindset wanting to be the best at every turn.

ID-100100175

Image courtesy of stockimages at FreeDigitalPhotos.net

How exactly do you change a culture? Continue reading Changing the culture →

How To

How to deliver excellent service

Leave a comment

To deliver excellent service, it is not enough to understand how to do it and to have the skills to do so, you need to experience it first.

Working in hotel operations every day we often tend to forget what it means to really empathize with your guests and to put yourself in your guests’ shoes. Everyone knows or has been told a million times that you are supposed to use the guest name at least twice in every guest interaction, if possible, and yet at every hotel I ever worked in, we would always struggle to consistently deliver on this promise. Why is it possible that something as simple as using the guest name can yet be so difficult to do consistently across the hotel at every turn? Continue reading How to deliver excellent service →

How To

How to win customers

Leave a comment

How to win new customers and turn first time customers into loyal ones is very simple in theory, yet only achieved and maintained by very few in reality.

I believe the three pillars of excellent service that would want you to come back again for more and tell your family and friends about it when experienced to be genuine care, ownership and emotional intelligence.

We know the importance of excellent service and always talk to our employees about the meaning of genuine care, ownership, and understanding the needs of our customer, but too often forget the true power of it. Continue reading How to win customers →

Leadership

My real Hero

3 Comments

Before I moved from Europe to New York City about six years ago, I left my old computer with my mom and showed her how to send e-mails. I took me an entire afternoon to walk her through the process from starting the computer to hitting the ‘send’ button, and make her feel comfortable with it.

The-Man-of-Steel-dc-comics-34648365-2880-1800Once I arrived in New York I got a text message from my mom telling me that the computer and e-mail does not work. So I called my friend in my home town to stop by and go over it again with my mom. He didn’t talk to me for weeks, so I guess he must have had the same frustrating experience as I did. Continue reading My real Hero →