News for the Hospitality Executive |
The
1st Step of Service: Be Eager
to Serve
May 3, 2011 Have you ever walked into a business and
left before you
were served? That scenario has happened
to me multiple times. On past occasions,
I left because the staff showed no sense of urgency to be of service.
Please
note that the business(s) had the product or service I wanted, but I
left
because there was an obvious sense of apathy among the staff. Yes, your
customers can feel the apathy; especially if the majority of the staff
look
like they would much rather be anywhere else besides work. I was at a hotel recently and getting ready to check out. I had two bags with me and while approaching the front desk, I saw the front desk agent and the bellman casually talking. I could tell it was a casual conversation based on their postures. The agent was slouched over the desk, the bellman was leaning on the desk with one elbow, and his feet were crossed. I know that co-workers are often times good friends so casual conversations amongst the staff are to be expected. However, if a customer approaches, PLEASE stop the chit-chat, assume a professional posture, give eye-contact, smile, and welcome the customers as though you have been waiting just for them all day. So as I approached the desk, the front desk agent and bellman continued to chat. Even when I actually got to the desk and looking both of them in their eyes, there was still no change. I (the guest) had to be the one to say “Good Morning”. [Note: If your customer has to acknowledge you first, then you have failed.] Being eager to serve shows that you hardly can wait to serve your customers, and it shows in your eye contact, tone of voice, and overall body language. Example 2: The phenomena of the customer being the first one to give a greeting is more common than you may think. On a recent trip to the shopping mall, I decided to keep track of how many times I said “hello” or “good afternoon” before the store attendant did. Each time, I waited until the attendant saw me, then waited at least 25 seconds while I was directly in front of the attendant. In other words, I gave ample opportunity for the attendants to greet me first. On three different occasions within a 30-minute span, I was the one who had to say hello first in order for someone to acknowledge that I was in their store and needed assistance. Not good. Example 3: On a recent trip to Texas, I was on my way to pick up my rental car at the Austin International Airport. As I was walking to the Enterprise Rent-A-Car parking lot, I The purpose
of being eager to serve is to show your customers that there is nothing
more
important, at that moment, than serving them. Your actions should say, I am at
your service. So, instead of walking out of a business because
of the
apathetic staff, the eagerness of the team should pique your interest
and have
you wondering, “WOW, I can’t wait to experience the rest of the
service”. If
your goal is to create an exceptional experience for your customers,
then you
must be attentive…be hospitable…be
memorable, and above all, be eager to serve. Recommended Action Steps:
______________________________________________________________________ B.Williams
Enterprise Updates: *
Check
out Bryan's new video clip about "Being an Ambassador": http://bwenterprise.net/Blog/Blog_Post/11-04-21/Be_An_Ambassador_-_Video_Clip.aspx 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. |
Order at the B.Williams Enterprise Online Store 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. -We exist to serve others so they may better serve the world ®.- |
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