News for the Hospitality Executive |
February 19, 2013 Two of the
most important phrases in service excellence are, “I don’t know” and
“Let me
find out”. As opposite as they may be, both phrases speak volumes about
the
service culture on a team. One wreaks of indifference and apathy, while
the
other expresses ownership and initiative. One of the words, has
absolutely no
business on a team where service is supposed to be paramount. The other
should
be the minimum standard that EVERYONE is held accountable to.
Banquet Server Early in my
hotel career, one of my jobs was as a banquet server. In that role, my
job was
to serve guests at catering events such as wedding receptions, holiday
parties,
etc. One evening, there was a large banquet in the hotel ballroom that
began
with light hors d'oeuvres (pronounced “awr
durvz”) during the welcome reception, followed by a formal dinner. So I
retrieved my tray of hors d’oeuvres from the cook, without bothering to
study
what the items were. I figured that by merely glancing at them, I would
know enough to explain
to the guests
what the items were. Before I made it
out to the ballroom, however, the chef stopped me and began quizzing me
on the
items on my tray. Of course, I did not know what they were. He looked
me in the
eyes and said, “You are not a professional “, then walked away. I was
crushed.
I then went back to the cook, who I retrieved the hors d’oeuvres from
and
learned how they were made, what were the ingredients and found out
everything
I could about each one. Before I went back to the ballroom, I found the
chef
and told him about each hors d’oeuvres.
He looked at me again and said, “Now,
you are a professional”. Takeaway: It’s never ok to be
half-way
competent, on purpose. If you don’t know something, find out.
Sushi During a
recent hotel stay, I was in the mood to eat sushi for dinner. So I
asked a
front desk employee about where I could find a nearby sushi restaurant.
She
said “I don’t know”, and left it at that. I went to another employee,
Jake, who
was a few feet away and asked the same question. He didn’t know either
but immediately
went to find out. Jake then gave me two options that were less than
five miles
away. He then asked if I could wait a moment while he found out the
exact
address and hours of operation for each restaurant. Jake not only
returned with
these items, but also printed the menus for me. Takeaway: Get excited
about
learning something new that can help the customer.
Indifference It’s one
thing to not know. It’s another to be content
with not knowing. The front desk agent in the previous story was
obviously satisfied
with not knowing. Whenever I see an apathetic employee, the first thing
that
goes through my mind is…”You must have a very poor manager who allows you to work here AND have an
indifferent attitude”. I saw a statistic once which showed that over
60% of
customers stop patronizing a particular business because of an attitude of indifference on the part of
a company employee. Takeaway: All it takes is one employee
to turn a
customer away forever. Conversely, all it takes is one employee to turn
a
customer into a loyal ambassador of your business.
Make no
mistake…people will do whatever you allow them to do (or not do).
Inevitably, that
indifferent attitude will get even worse (and infectious) when it
becomes clear
that the manager is not going to address it. On
the other hand, morale soars when
standards are high and expectations are clear. Taken: Never, EVER
tolerate
indifference on your team.
Regularly share information with your team and ask them to come up with a list of “commonly asked questions” that your customers have. On a weekly basis, challenge everyone to share one thing they learned over the past week that could benefit the customer (and/or the team). While being knowledgeable is critical, there will be times when you honestly won’t know the answer to a customer’s question. It may seem simple, but offering to find out the answer PLUS giving a little more information can have a tremendous impact on the service experience. It shows that you care. As I’ve written previously, service really is about genuinely caring. No matter what the question or request is, as long as its legal, ethical, and moral, find out. Your customers will appreciate it, you will have pride in your job, and your team will develop a stellar reputation for being exceptional. About Bryan K. Williams 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 and Work Like You Own It! 20 Ways to Go From Meeting to Exceeding Your Customers’ Expectations. 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. |
B. Williams Enterprise, LLC Website: www.bwenterprise.net Email: [email protected] Facebook: BWEnterprise Twitter: @bwenterprise Phone: 240-401-6958 |