News for the Hospitality Executive
Great Service Happens Because You Want it To,
Not because You’ve Been Told To
|by Bill David, February 2010
Don’t you just love it when you are waited on by someone who wants to help rather than someone who has to help.
Have you ever been helped by someone who clearly could care less? Or worse, someone who would rather not help at all? Have you ever stood in line or waited on hold to inconvenience someone to take your money for their poor service? You know what I’m talking about. The person that sighs, rolls their eyes, puts on that schmuckey smile and says sarcastically, “Oh yeah, I just live to serve, what do you want?”
When I run into these Non-Service service providers I am just amazed at how they operate and can keep their doors open particularly in this challenging market.
There’s a great example of a customer walking into a sports department store. As he approached the front door it was opened by a cheery young lady who smiled and said “Welcome to Sports Nuts” (fictitious name to protect the really bad store). He was so impressed with the greeting he turned back to compliment the greeter. “I’ve been to a lot of sports stores but never had such a warm greeting. Why you even opened the door when I was exactly 5 steps away, the perfect distance and time. I just wanted to thank you for caring so much.” She replied “Well I really don’t care, they just told me to say that.”
How’s that for a warm fuzzy feeling?
What could have been a wonderful experience turned into a huge letdown.
Don’t be nice because you have to; be nice because you want to!
When you really care for your customer it shows.
Be someone who cares.
Do it because you want to!
Bill David, CHT is a speaker and Certified Hospitality Trainer for Ponte Vedra Inn & Club a Five Diamond resort.
Bill David, CHT