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January 8
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5-Star Employees - Part 3


Written by: Bryan K. Williams

In two previous articles, I wrote about the influence that 5-star employees have on their guests, their team, and their company. These 5-star employees take immense pride in their jobs and refuse to settle for anything less than giving exceptional service. In part 1 of this series, I reviewed four commitments that 5-star employees have in common. Then in part 2, I wrote exclusively about the fifth commitment. In this article, we will review the remaining 3 commitments and conclude with the mantra of a 5-star employee.
 
Commitment 6: I will tell you that I am happy to see you, and that I am happy to serve you.
 
This commitment shows your “eagerness to serve”. Even if you don’t actually say “I am happy to see you and serve you”, your actions should. I accompanied my wife on a recent trip to a cosmetics store, and the entire staff did a marvelous job of enlivening this commitment. EVERY employee gave eye contact, smiled, and welcomed us. There was no question that their primary purpose was to provide us with a memorable shopping experience.
                        
Commitment 7: I will make sure you are happy that you have chosen us instead of our competitors.
 
All things being equal, guests prefer to patronize businesses that make them feel special and appreciated. Actually, it is the people within those businesses that make customers feel special and appreciated. 5-star employees understand that guests have a choice regarding where to spend their hard-earned money. 5-star employees recognize every service touchpoint and consistently make deposits at each touchpoint.
 
Commitment 8: I will earn your patronage, your referrals, and your loyalty.
 
The key word in this commitment is “earn”. Earning your guest’s loyalty is a team effort. Every person must make significant contributions.  However, it is important to note that your individual actions are critical to the team’s success. 5-star employees constantly evaluate their service with the following question: Why will guests remember the service that I provided?  On a recent trip to the beautiful Shawnee Inn and Golf Resort in the Pocono Mountains, I met several 5-star employees. One morning I ordered breakfast through room service, and I fully expected for a server to bring my meal to the room (as usual).  To my surprise, the meal was delivered by two cooks. Both of them arrived at my room and expressed their gratitude to me for staying at the resort. The cooks even proceeded to explain each dish and how it was prepared.  Memorable.  Their act helped to earn my patronage, referrals, and loyalty.
 
It is amazing to see a true 5-star employee at work.  They are passionate, committed, and hospitable all at the same time.  Imagine if 5-star employees had a declaration, it would read:
 
I am passionate about serving others.
I follow-up with guest complaints until they are fully satisfied with the resolution.
I do not blame other departments for service errors.
I consistently look for ways to go above and beyond to delight my guests.
I take initiative and ownership to create memorable experiences for my guests.
I am consistently warm and receptive.
I am not only an ambassador of my company, but of my industry.
I can make my guest’s stay very special by being attentive and eager to serve.
I help my teammates get better.
I always search for ways to improve my service.
I am engaging.
I am a 5-star employee.
 
Special Note: National Customer Service Week will be from October 5th – 9th. Here are some ideas to rededicate your team to providing exceptional service:

  • October 5 – Challenge everyone on your team to learn (and use) one new customer preference.
  • October 6 – Call at least two of your best customers and thank them for the opportunity to serve them.
  • October 7 – Ask two of your best customers how you can better serve them.
  • October 8 – Encourage your team members to mystery shop each other and give feedback.
  • October 9 – Collaborate with your team to write your businesses’ top five touchpoints. Then for each touchpoint, brainstom at least 1 way to surprise and delight your customers.
Customer Service Week Sale!  Bryan's New Book Only $10.00 – Offer expires on October 9th, 2009

About the Author
Bryan K. Williams is the Chief Service Officer of B.Williams Enterprise, and the author of Engaging Service: 22 Ways to Become a Service Superstar. Bryan’s passion is world-class customer service, and has facilitated workshops and delivered keynotes all over the world for various companies.  He speaks on a variety of topics related to service excellence, employee engagement, and organizational improvement.  As a consultant, Bryan works closely with companies to design, develop, and implement sustainable service strategies. 

 
Order Bryan’s new book at: http://www.engagemenow.com/book.html

Engaging Service: 22 Ways to Become a Service Superstar

Find more resources relating to service excellence at www.bwenterprise.net.

Also on the website, you can subscribe to the official B.Williams Enterprise emailing list.  You will receive announcements, newsletters and other excellent resources.


New! Follow Bryan & B. Williams Enterprise on Twitter: http://twitter.com/bwenterprise

Contact:

B. Williams Enterprise, LLC 
Website: www.bwenterprise.net
Email:  info@bwenterprise.net 
Phone: 240-401-6958 

EngageMe…the voice of your customer 
Website: www.engagemenow.com
Email: info@engagemenow.com

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Also See: 5-Star Employees - Part 2 / Bryan K. Williams / August 2009

5-Star Employees - Part 1/ Bryan K. Williams / July 2009

Engaging Service: 22 Ways to Become a Service Superstar / Bryan K. Williams / July 2009

Complimentary tele-seminars with Bryan K. Williams in July! / July 2009

Building a Team of Living It Employees / Bryan K. Williams / June 2009

World-Class Service: What if every employee served like a concierge? / Byran K Williams / March 2009

5 Star Leadership: What Does It Take to Be a 5-star Leader? / Byran Williams / February 2009

5 Stars vs. 4 Stars: What’s the Difference? / Byran Williams / January 2009

Complimentary training with Bryan Williams / January 2009

The 7 Principles of EngageMeTM is now available! / Bryan K. Williams / November 2008

Hiring and Engaging a World-Class Team / Bryan K. Williams / October 2008

Great Ideas for National Customer Service Week 2008 / Bryan K. Williams / September 2008

Delivering World-Class Service Part 3: Company Service Standards / Bryan K. Williams / September 2008

Delivering World-Class Service Pt. 2: Personal Service Standards / Bryan K. Williams / September 2008

Delivering World-Class Service: Function vs. Purpose / Bryan K. Williams / August 2008

Guest Problem Resolution 101: Power of the Follow-Up / Bryan K. Williams / June 2008

7 Principles to Fully Engage Your Customers – Part 2 / Bryan K. Williams / May 2008

7 Principles to Fully Engage Your Customers / Bryan K. Williams / April 2008

I Am a Service Professional™ / Bryan K. Williams / March 2008

Engage Every Customer…One Touchpoint at a Time / Bryan K. Williams / January 2008

Engaging Service Part 2: It’s All About the Culture / Bryan K. Williams / December 2007

Engaging Service Part 1: Not Just for the Chic / Bryan K. Williams / November 2007

Service Excellence: A Destination or a Journey? / Bryan K. Williams / October 2007

National Customer Service Week is Coming Soon - October 1-5, 2007 / September 2007

National Customer Service Week is Coming Soon - October 1-5, 2007 / September 2007

Engage Me…the Voice of Your Customer www.engagemenow.com / September 2007

Customer Engagement: Where do we begin? / Byran K Williams / August 2007

Engage Me…the Voice of Your Customer / www.engagemenow.com / August 2007

B. Williams Enterprise, LLC Launches Engage Me…  the Voice of Your Customer / August 2007

To Engage…Listen to the Voice of Your Customer / Byran K Williams / August 2007

To Engage the Guest, You Must Engage Those Who Directly Serve the Guest / Byran K Williams / July 2007

Three Service Rules: The Golden Rule, Platinum Rule, and Double Platinum Rule/ Byran K Williams / June 2007

The Greatest Bellman I Ever Met… / Bryan K. Williams / April 2006

Sorry to Say…But Some People Should Not be Serving Other Human Beings / Bryan K Williams / October 2006
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