Superb customer service must be at the core of any hospitality business. Here are 3 tips to help you improve customer satisfaction.
- Greet with a Smile
Most of us have some, if not all, of our teeth. And since we do, when we first encounter a customer (on the phone or in person) try doing it with a smile. Hello … with a smile. How are you today … with a smile. How may I assist you today … with a smile. A smile has the ability to change the temperature in a room, turn a perfect stranger into a potential ally, or even change the course of somebody’s day. When you think of the great service brands, one thing they have in common is their front-line employees greet you with a smile. - Listen vs. Hear
Hearing is defined as perceiving sound. Listening is making a conscious effort to not only hear but to understand. Listen with your ear, listen with your mind and listen with your heart. Listen not for a way to say “NO,” but listen for a way to say “YES.” Listen for a way to accommodate the request of the customer. It’s so easy to say “No,” when saying “YES” could be and should be our main objective (within reason of course). - Say “Thank You”
In our hotels, restaurants, convention centers, entertainment venues, or arenas we have to know we are not the only game in town. Customers have options. If you are fortunate enough to be selected, “Thank You” is an appropriate response. Growing up we were told if somebody does something nice for you, say “Thank You.” If a customer decides to spend their resources with you, that’s nice and the appropriate response has to be “THANK YOU.”
