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Service Superstars: Work like you own it!

By Bryan Williams
February 2010

Years ago, when I reported for my first day of work as a restaurant busboy, the maitre’d said something to me that I have never forgotten. He said, “I want you to work in this restaurant like you own it”. I remember thinking…”what on earth does he mean by that?” Not long thereafter, the implication hit me, and I never looked at a job the same again. Working like you own it means that you take pride in your work, and will never allow yourself to give anything less than excellence every time. In The Greatest Bellman I Ever Met, I wrote about a bellman who took immense pride in his job. His service not only made you feel like royalty, but his genuine passion for his job was very obvious. As we begin 2010, let us examine the specific qualities that allow such service superstars to shine.
 
  • Service superstars take pride in their personal appearance. If you look impeccable, you feel impeccable, and if you feel impeccable, you serve impeccably. It’s as simple as that. Although many businesses have a dress code, it is always evident which employees takes pride in how they look (regardless if the uniform is a t-shirt & jeans or a suit). 
  • When service superstars begin their shift, the fundamental question they ask themselves is…”how and who will I wow today?” One housekeeping room attendant took it upon herself to frame the personal pictures of a guest who was staying in the hotel for close to one month. A doorman decided to research and find a book that he overheard a guest had been looking for (for several years). A front desk agent ordered a birthday cake for a business traveler who was traveling alone.
  • They identify customer preferences, act on them, and share them with teammates. Service superstars know that it is not enough for only them to know preferences, they want everyone on their team to know. Whether it’s a preferred name or a food/beverage choice, acting on preferences helps to personalize the service experience.
  • Superstars have personal service standards that articulate their individual approach to service. Whether it is standing up from behind a desk to shake hands, offering to escort a customer, or sending a personal follow-up note card, the personal service standards are a key piece to the service excellence puzzle.
  • When they receive a complaint, they take ownership of the complaint, ensure it gets fixed and follows-through until its resolved (to the customer’s satisfaction). They don’t hope that the customers complain to someone else, and they definitely don’t blame other departments. Service superstars take ownership.

Above all, “taking ownership” means you have vested interest in the business. You make suggestions, you identify common service errors, you take initiative, and you think of innovative ways to attract & retain customers. In short, you are NOT just a warm body taking up space and collecting a paycheck. You are more than that. You are a service superstar.

Action Steps

As we all know, it’s one thing to plan, but it’s another to actually do. So here are 4 easy action-steps that can help you get this year started right!

  1. Make a list of 3 things to do over the next week to “Wow” your customers. Then make another list of 3 things to “Wow” your team mates.  Start “Wowing”!
  1. Identify a customer preference, act on it, and share it with your team. Be sure to challenge your team to act on the preference as well.
  1. Recognize a team mate for a job well done.  For recognition to matter, the key is to find out how that specific person likes to be recognized.
  1. Write 3 personal service standards and share with your immediate supervisor and your team. Use the personal commitment card for this activity!

Complimentary resources from B.Williams Enterprise, LLC

Monthly Newsletter: Get a complimentary subscription to our monthly “Bonus Tips” newsletter.  Bryan writes articles on how to create a culture of world-class service and those articles are featured each month in “Bonus Tips”.  Click here to subscribe!

Weekly “Service Tips” Textmarks: This innovative (and complimentary) service will allow you to receive one weekly service tip in the form of a text message from Bryan K. Williams of B.Williams Enterprise.  The text messages will be sent every Sunday, and Bryan will issue a very specific and practical challenge for you to complete during the week.  This is a great way to stay on track and focus on building a team of service professionals who are eager to provide world-class service.  Click here to learn more and to subscribe!

Presentation Clip: A new presentation clip has been uploaded to our website.  The clip is an excerpt from a keynote presentation Bryan did in October 2009. Click here to watch Bryan explain the Double Platinum Rule!

“I thoroughly enjoyed Bryan’s presentation on “Seven Principals to Fully Engage Your Customer”.  Bryan engages his audience and provides excellent tools for you to implement into your team’s training.  This is service training at an extraordinary level, the level we all want our service to be at!”
Becky Leuluai
Spa Director, Spa Luana at Turtle Bay Resort

“Bryan Williams was the perfect partner to assist us in raising the service levels at our resort. He is energetic, direct and offers solutions that are easy to implement. He helped us incorporate or vision, mission and core values into our pursuit of
world-class service.  In our journey to provide excellence in everything we do, we found it in Bryan Williams”.

Rob Howell
General Manager, Shawnee Inn & Golf Resort

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 and other great products

http://www.engagemenow.com .


Visit our company site for more information about
Bryan and B.Williams Enterprise, LLC
www.bwenterprise.net.





Contact:

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

EngageMe - Your #1 Source for Customer Service Products
Website: www.engagemenow.com
Email: info@engagemenow.com

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Also See: Complimentary resources from Bryan K. Williams and B.Williams Enterprise! Begin 2010 with a focus on world-class service. / January 2010

Service Ambassadors: The Key to Providing World-Class Service / Bryan K. Williams / November 2009

5-Star Employees - Part 3 / Bryan K. Williams / September 2009

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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