The ProSo Method to Achieving Service "Wows"
October 9, 2017 10:47am
By Jana Love
In the hospitality industry "wow factor" is a phrase not only used, but something the industry strives to achieve in the service they provide. There is a short list of companies that are noted and revered for consistently achieving this service level. The challenge often misunderstood is executing and delivering the "wow factor".
Here's what I mean, as a consumer, we expect a certain level of good, consistent service and anything above this is a bonus. This isn't close to the level of service we are talking about regarding "wow." Studies show 65% of customers that are "satisfied" will end up taking their business somewhere else for a better offer (better service). Customers are not "wowed" by expected service, but rather by the unexpected service provided that met a need they didn't even know they had. This is what separates the "good" from the "great."
Great service is on purpose, it is a calculated service execution and understanding from every employee in the company. It is an attitude that runs deep in the company culture. How do you get this started or improved on in your company? Here is a cheat sheet of best practices that, if diligently followed, will get you moving in the right direction:
These three actions, when given the right focus, will create the new service wave within your company that will result in your customers' saying, "WOW, that was a great, unexpected experience." Good luck, and we would love to hear your success stories on how these worked for you!
After a successful career in Sales and Marketing with Marriott International, Jana founded ProShop Evaluation Services, Inc. in 1989. Since then, Jana has rebranded and refocused her company, becoming ProSolutions, LLC, and expanded the company's services and models to include a wide variety of customer service, consulting, training, pricing, research, and performance improvement options. Jana's passion behind the company's tag line, "The Total Customer Experience Company” is truly what drives the business culture. As the President and CEO, she leads her team in all efforts, which includes offering customized solutions to all of their customers.
Contact: Jana Love
Overview: The Increasing Costs of Hotel Customer Acquisition
Are You Really Customer Centric?
Round 3: Your Customer Service Questions Answered
Update Your 800 Message on Hold to Encourage Direct Bookings and Cross-Sell
Sleek, Fresh, and Improved = ProSolutions
All Customers Are Created Equal – Just Some Are More Equal Than Others
The Hidden Costs of Sold-Outs
All Guest Services Staff Should Love Guests’ “Buts”
Please Use the “F” Word!!
Hospitality Requires Stepping Into “Character" Like an Actor on a Stage
Talent and Technology Go Hand-in-Hand in Contact Centers
Does Your Hotel Have a Policy on Piercings?
Finding & Recruiting Talent in Hospitality: Never More Than Two Degrees of Separation
A Story of How Handwritten Notes Increase Service
Why I STILL Pick up Trash in Hotel Lobbies
Why Customer Service Is the New Marketing and How Live Chat Makes It Possible
Green Is the New Black
Hotel Guests' Most Common Complaints and How to Prevent Them
Get Your Hotel Operations Team Onboard The Tricycle of Guest Service
Learn the Four C's of Successful Selling
Please login or register to post a comment.