News for the Hospitality Executive
February 21, 2011
No matter what the job title is, everyone has the power to create memorable experiences for their customers. Regardless of the setting or the industry, service excellence begins and ends with at least one person having the desire to not just serve, but to literally improve the life of someone else. While for some, “improve someone’s life” may sound like over-reaching, think of the days when nothing seems to be going right. Then all of a sudden you go to a grocery store, gas station, or a restaurant and one employee gives a smile, positive eye contact, and treats you like absolute royalty. That one employee just made a profound and memorable impact on you whether you realize it or not.Recently, I visited a Whole Foods grocery store to see what dinner options they had. I knew from past experiences that Whole Foods has buffet stations within the store with various types of cuisine. However, that was my first time visiting that particular location so I was unsure how the food stations were laid out in the store. Before I could ask for help, I noticed one employee who was stocking shelves. She stopped what she was doing, walked over to me and asked if I needed assistance. When I asked about the food station locations, she told me that she would be happy to give me a tour. I began to think that I had mistakenly walked into the Ritz-Carlton! After giving me a masterful tour and articulately explaining the various food stations. She asked if there was anything further I needed help with. I then asked if they carried a certain brand of drinks, and she said that she was unsure, but could find out the answer asap. She quickly found a colleague to inquire, then came back and happily confirmed that they did. She then escorted me to the beverage section where the drinks were. Now, I don’t know about you, but that was the first time in my life that a shelf-stocker provided service to me in such an engaging, self-less and informative manner. That employee worked like she owned it!
She was the exact opposite of a BM. A “BM” is a name I came up with to describe those who do the bare minimum in their job. BM’s do just enough to not get written up, suspended, or fired. BM’s have no interest in exceeding expectations. Barely meeting expectations is suffice. It was clear that the Whole Foods employee saw her job as much more than “just a shelf stocker”. She understood that her main purpose is to make each customer feel valued and to help them find what they are looking for…plus more. She embraced the fact that, in her role, she potentially has the most touchpoints with the customers who are shopping.
Her actions reminded me of a famous quote from Dr. Martin Luther King Jr., which reads, “If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted, or Beethoven composed music, or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, here lived a great street sweeper who did his job well”.The job doesn’t define the person, the person defines the job. At one point in my career, I was the employee dining room (cafeteria) manager for a luxury hotel. While the hotel was luxury, there was nothing luxury about the cafeteria. Up to that point a large chunk of my career had been spent working in fine-dining restaurants, so my professional and personal goal was to help transform the cafeteria into a place that all the hotel’s employees would be happy and proud to visit. My team and I treated the cafeteria like a restaurant. In addition to the core duties of maintaining a clean environment and serving nutritious foods, we opened doors for our “guests”, helped them carry trays to their tables, and hand-delivered the monthly menu to the hotel departments. In short, we did not allow the common perception of “cafeteria staff” to hinder our passion to provide memorable service to whomever we were fortunate to serve each day.
It is always refreshing to see service superstars with passion, pride and professionalism. If they had a declaration, it would read:
“I recently attended the AAPI Convention in Las Vegas and was so impressed with your presentation. In fact, your presentation was the most worthwhile convention/conference seminar I have ever attended, and being in education for nearly 20 years, I have attended many conference workshops.Your simple yet profound customer service training is exceptional and loaded with easy to remember applications for immediate implementation. Thank you for treating us with the Double Platinum Rule by giving us much more than expected.”
-Craig Hunnicutt, Glacier Photo
“You were recently a speaker at our conference in Arlington, VA. I have to say you were by far the best speaker I have ever had the pleasure of hearing. You were very engaging and informative. I have forwarded your information to friends in other industries that can value from your program!”
-Tyra Lee, Marriott ExecuStay – Western Mountain Pacific
About the Author
Dr. 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. His company’s online store includes a growing collection of customer service products that are well-suited for your training library.
at the B.Williams Enterprise Online Store
Find more resources relating to service excellence at www.bwenterprise.net.
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-We exist to serve others so they may better serve the world ®.-
your service to the next level: Only BIG WOW’s…No bow-wow’s / Dr.
Bryan K. Williams, DM / February 2011
Excellence: Inspect What You Expect / Bryan K. Williams, D.M. /
Like You Own It 2.0; Energize it. Recognize it. Celebrate it. /
Bryan K. Williams, D.M. / September 2010
|World-Class Service 101: Know the difference between meeting and exceeding expectations / Dr. Bryan K. Williams / July 2010|
|Service Superstars Part 2: Treat them like they own it! / Dr. Bryan K. Williams / June 2010|
each touchpoint memorable: Cha-Ching! / Dr. Bryan K. Williams /
Superstars: Work like you own it! / Bryan Williams / February 2010
resources from Bryan K. Williams and B.Williams Enterprise! Begin 2010
with a focus on world-class service. / January 2010
Ambassadors: The Key to Providing World-Class Service / Bryan K.
Williams / November 2009
Employees - Part 3 / Bryan K. Williams / September 2009
Employees - Part 2 / Bryan K. Williams / August 2009
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|