Use the following 7-day plan to reinforce your team’s commitment to service excellence!
Day 1: Be Consistent
For many people, excellent customer service can be summed up in one word: Consistency.
Consistency means repeatable. You know something’s going to happen or someone’s going to do something. Whether it’s in the morning or afternoon or evening. Or if it’s a weekend or a weekday. Or even whether it’s hot or cold outside. If someone visits your business 10 times, they should get 10 similar experiences. Of course, the experiences can be consistently bad, consistently good, or consistently exceptional. The focus of this module is about being exceptional.
The main idea behind consistency is to develop strong habits that are unmovable regardless of your mood, who the customer is, or how busy you happen to be.
*After watching the video, discuss the following:
What factors should you allow to impact how consistent you are? (select one)
- Your mood of the day
- Likeability of the customer
- Importance of the customer (aka VIP)
- None of the above (Correct answer)
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Day 2: WOW Somebody
Wowing your customers is just another way of saying, ‘exceed your customers expectations’, or ‘create exceptional memories’, or ‘provide an unforgettable experience’. At the end of the day, all customers want to feel valued, appreciated, and cared for. Companies who are renowned for consistently providing exceptional service have only one standard, and that standard is to WOW by any means necessary. In iconic service brands, like Ritz-Carlton, Four Seasons and Leading Hotels of the World, there is virtually no discussion about meeting expectations. Only exceeding expectations will do. Good is not good enough. Excellence is the only standard worth discussing.
*After watching the video, discuss the following:
Describe an experience when someone significantly exceeded your expectations. Also, share an experience when you truly WOW’d someone.
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Day 3: Learn Preferences
One of the simplest, yet most overlooked ways to create a memorable experience is by using guest preferences. As you know, a preference is anything a guest likes or doesn’t like. Preferences can range from a favorite drink to a name the guest would like to be called. In many ways, identifying and acting on a preference has the potential to provide an unforgettable experience. At the end of the day, all guests want to feel valued, appreciated, and cared for. Make it a habit to learn, at least, one preference each day, then act on it.
*After watching the video, discuss the following:
What are some examples of preferences?
- Type of beverage
- Hobby
- Mode of communication (email, phone call, text, etc)
- All of the above (Correct answer!)
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Day 4: Universal Service Rules
There are three main service rules that I like to discuss. They are the Golden Rule, Platinum Rule, and Double Platinum Rule.
The Golden Rule basically states that you should treat others the way YOU want to be treated. If I want to be treated nicely, then I should treat others nicely…if I want to have doors opened for me, then I should open doors for others…and if I want to be greeted with a big hug and high-five wherever I go, then I should give a big hug and high fives to others right?….Not so fast. Watch the video to learn more!
*After watching the video, discuss the following:
The Double Platinum Rule is: Treat others the way they don’t even know they want to be treated. Give an example.
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Day 5: The Power of Owning Your Work
There is something very special about seeing someone who cares about what they are doing, how they are doing it, and who they are doing it for. In this week’s video clip, listen as Bryan discusses an experience he had with a phenomenal team member from Whole Foods.
Some people mistakenly believe that exceeding expectations is a gradual step up from meeting expectations. It is not. They are actually two…different…things. If you want to exceed, then you must intentionally think of ways to exceed. Those who own their work always look for ways to exceed.
*After watching the video, discuss the following:
Whose job is it to create a welcoming experience for customers? (select one)
- It’s actually no one’s job
- Only the receptionist
- Everyone on the team (Correct answer!)
- None of the above
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Day 6: Love Your Work
Professionalism is about doing what you are supposed to do, when you are supposed to do it, whether you feel like it or not. Work is not meant to be something that is begrudgingly done or tolerated. It’s easy to spot someone who work with joy in their hearts. They don’t see their customer as an interruption of their work, but rather the purpose of it.
*After watching the video, discuss the following:
Exceeding a customer’s expectations requires more effort and should be viewed as an interruption. True or False? (False is the correct answer)
Discuss some specific things that can be done to make customers feel like they are the purpose of your work, and not an interruption.
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Day 7: Recap
Use this day to review any lessons learned or key takeaways
Topics:
- Day 1: Be Consistent
- Day 2: WOW Somebody
- Day 3: Learn Preferences
- Day 4: Exceed Expectations…Why Bother?
- Day 5: Own Your Work
- Day 6: Love Your Work
- Day 7: Recap
Contact us to learn how you can bring Dr. Williams into your organization. You will receive a complimentary module from our popular BWTV Video/E-Learning series! Which features 3-minute videos of Bryan along with discussion and huddle guides.
We also offer books, posters, Audio programs, pocket cards and more!
