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.
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.
Every issue, no matter how small, is an opportunity for you to take control, critically analyze your operation to find and remove barriers and ultimately truly wow your customer. If you treat service issues with the right mindset they will make you better.
The way that you and your team respond in a service recovery situation can turn a negative experience in to a positive one OR create a lasting negative impression about your business.