Hotel Online
News for the Hospitality Executive

January 8
advertisement

.


Service Excellence: Memorable. Valuable. Relevant.


by: Bryan K. Williams, D.M.
January 30, 2013

At the end of the day, service is really about making someone feel cared for. That’s it. We can talk about steps of service, touchpoints, and exceeding expectations until we are exhausted, but if your customers don’t feel like you genuinely care about them (or their issue), then true service really has not taken place. To make that point clearer, I propose that for service to be special, it must be three things: Memorable. Valuable. Relevant. The customer should remember it, find it valuable, and be relevant to their specific issue.

The Birthday
A friend of mine was travelling on business to Minneapolis and stayed at the Sofitel Hotel. His birthday happened to be during this trip, and while his clients remembered and wished him, happy birthday, some of his family members back home didn’t. Suffice to say, he was a bit depressed that evening. While at dinner, a server noticed his demeanor and inquired if he was OK. He decided to share his story, and she immediately wished him a happy birthday. Also, the server went and told all of her colleagues in the restaurant and throughout the hotel about his birthday. Several employees put some money together and went to the hotel gift store to buy a birthday card and everyone signed it. They presented the signed card to him before he finished dinner. Memorable. Valuable. Relevant.

Enterprise Rent-A-Car
On a trip to Denver, Colorado, I met a textbook example of someone who works like he owns it. He is a shuttle bus driver for the Enterprise Rent-a-car location at Denver International Airport. When I left the main airline terminal and walked outside to the Enterprise shuttle, he was eagerly waiting to greet the approaching passengers, and said, “Welcome to Denver!” One passenger had a baby and a baby stroller, so before beginning to drive, he reminded her to ensure that the stroller wheels were locked in place.
 
He then inquired if it was anyone’s first trip to Denver. He followed up by announcing the weather forecast for that evening and the following day. When I say that he gave the weather forecast, I don’t just mean the high and low temperatures. The driver went into full TV meteorologist-mode and gave the wind conditions, precipitation, chance of snow, etc. He then inquired if anyone was planning to go skiing while in town. One gentleman answered yes, and he then told him the phone # (and specific phone extension) for the “roadside conditions hotline”. Memorable. Valuable. Relevant.  
 
Give Anyway
Sometimes you will serve with all your heart, and not get a “thank you”. Give anyway. Not only may they not thank you, but in the MIDST of you serving, they may complain about something else. Give anyway. As difficult as it may be sometimes, your genuine service to others should not be dependent upon whether they say thank you or not. Of course, we are all human and have feelings so a little appreciation would be nice. But do not make your service delivery contingent upon other people’s gratitude. Give anyway.

Culture
Often times, people ask me about the first thing they should do to develop a team of people who deliver engaging service. The first thing I tell them is to make service the most important thing on the team. It cannot be equal to any other objective, and it certainly can’t be an item on a to-do list (i.e. Service will be a key focus this year). Every process on your team has to be anchored in service. Basically, anyone should be able to look at ANY of your team members, and see that exceptional service is how the team measures its success. Furthermore, any new employee should be able to immediately tell from the interview that “this team is different from any other team that I’ve been a part of”.  Click here for a list of items to consider when trying to build a strong service culture.

The immense power of a kind word, gesture or action can have lasting effects that transcend  your company’s mission. In order for customers to feel deeply cared for, your team has to deeply care about service. So go ahead and create memorable, valuable and relevant experiences for as many people as you can. Your customers will appreciate it and you will create a competitive advantage that is hard to imitate, match or beat.


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.
 

Contact:

B. Williams Enterprise, LLC 

Website: www.bwenterprise.net
Email:  info@bwenterprise.net 
Facebook: BWEnterprise
Twitter: @bwenterprise
Phone: 240-401-6958

.
Receive Your Hospitality Industry Headlines via Email for Free! Subscribe Here

To Learn More About Your News Being Published on Hotel-Online Inquire Here

Also See: 5 Stars vs. 4 Stars: Focus on Five Star Service in 2013! / Bryan K. Williams / January 2013

Exceeding Your Customer's Expectations? Why Bother? / Bryan K. Williams, D.M. / November 2012

Service Excellence: Four Lessons ALL Businesses can Learn from a Five-Star Resort / Bryan K. Williams, D.M. / November 2012

Customer Service Week - WOW Stories to Inspire Your Team / Bryan K. Williams, D.M. / October 2012

Service Excellence: Three Tips to Drive Repeat Business / Bryan K. Williams, D.M. / October 2012

The LOVE Business / Bryan K. Williams / June 2012

The Next Level in Service Excellence: Give. Share. Teach. / Bryan K. Williams / April 2012

Service Excellence 101: Earn Your Customers' Confidence and Reap the Rewards / Bryan K. Williams / March 2012

Customer Service WOW Stories to Inspire Your Team! / Bryan K. Williams / February 2012

Lead Me: Help Me to Become More Than I Realize I Can Be / Bryan K. Williams / February 2012

Complimentary Teleseminar with Dr. Bryan K. Williams! 10 Things To Improve Service In Your Business / January 2012

Earn and Re-Earn Your Customers' Loyalty / Bryan K. Williams, D.M. / December 2011

Honor Your Customers / Bryan K. Williams, D.M. / October 2011

Work Like You Own It! 20 Ways to Go From Meeting to Exceeding Your Customers' Expectations: New Book by Dr. Bryan K. Williams / October 2011

Service Excellence 101: Be Welcoming / Dr. Bryan K. Williams, DM / September 2011

The Three Ingredients of Engaging Service: Humility, Reverence & Professionalism / Dr. Bryan K. Williams, DM / August 2011

Service Excellence: The MOST Important Thing To Create a Service Culture! / Dr. Bryan K. Williams, DM / July 2011

Service Excellence 101: How to Serve a VIP / Dr. Bryan K. Williams, DM / June 2011

The 1st Step of Service: Be Eager to Serve / Dr. Bryan K. Williams, DM / May 2011

World-Class Service: The Double-Platinum Rule 2.0 / Dr. Bryan K. Williams, DM / April 2011

Customer Problem Resolution: The 100% Principle / Dr. Bryan K. Williams, DM / March 2011

World-Class Service 102: Be memorable / Dr. Bryan K. Williams, DM / February 2011

Take your service to the next level: Only BIG WOW’s…No bow-wow’s / Dr. Bryan K. Williams, DM / February 2011

Service Excellence: Inspect What You Expect / Bryan K. Williams, D.M. / November 2010

Work 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

Make each touchpoint memorable: Cha-Ching! / Dr. Bryan K. Williams / April 2010

Service Superstars: Work like you own it! / Bryan Williams / February 2010

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
.


To search Hotel Online data base of News and Trends Go to Hotel.OnlineSearch

Home | Welcome | Hospitality News
| Industry Resources

Please contact Hotel.Online with your comments and suggestions.