I’ve been obsessing lately over how to effectively communicate and train the execution of emotionally engaging service. This is a big topic and the more you dig into it, the deeper down the rabbit hole you find yourself.
I was interviewed by John Albano with the Lodging Leaders Podcast at the end of 2018. We had a great discussion about how managers can go about building the best team, how to give purpose to employees day to day work, some of the roadblocks that managers deal with in training or developing their teams, and how to build a strong internal culture – one where employees are raving fans of what they are doing.
In a noisy marketplace, relying on a specific product and / or traditional service staple as a differentiator isn’t the best strategy to get your hotel or restaurant noticed. Creating a service experience that feels as though it’s one of a kind is how customer service focused businesses will win in the future.
What sets great hospitality operations apart is the attention they place on thinking through every aspect of their services and offerings, and the effort they place on those deliverables.
All businesses strive to provide excellent customer service but there’s a fine line between service and servility. In many situations, employees and managers fall in to the trap of extreme servility.