Customer Service -
Beyond Expectation
Ensuring guest (customer) satisfaction
By Leotis Watson
True service comes from the heart and not from the mind. Every guest is entitled to receive the "red carpet" treatment because they deserve it - not just so that I get a tip. I believe that T.I.P.S. means To Insure Prompt Services and are never guaranteed, so commitment to the art of giving must be heartfelt. This theory, along with a splash of P.M.A. (Positive Mental Attitude) and consistency in providing a quality standard of service is what I call "Service at its Finest!"
Many years ago, I learned that a "cup of compassion" goes a long way. It is with this pattern that I have designed a unique concept for service that is a proven method for guest satisfaction. As award-winning concierge, I have developed a system that compels me to accommodate…not irritate or frustrate the guest. After hours, and sometimes after days of traveling, a can-do attitude is the only stress relief they need and to which they are certainly entitled.
Often, a hotel guest is irritated first …then accommodated last. Every moment counts, and you never get a second chance to make the first impression. What a guest sees-not what they hear - is the beginning of what sets the atmosphere, resulting in a totally satisfied or dissatisfied customer.
In leading by example, I have proven that a smiling face, followed by an uplifting pleasant voice equals an assured guest. The assurance of trust that their temporary home away from home will be accommodating, comfortable and rewarding.
There are 10 concepts to practice every day to ensure personal fulfillment and guest satisfaction:
- Learn the guest's name and use it as often as you can; this creates a personal touch.
- Be posted and in a position of awareness to meet guest needs and requests.
- Acknowledge the guest within 10 steps away.
- Your presentation should begin with exchanging pleasantries and not, "Do you need assistance?"
- Be creative with your service and suggest alternatives when appropriate.
- Remember…there are no guest complaints, only opportunities to create unforgettable and positive experiences.
- Always keep in mind your purpose-to serve! Leave bottled up emotions at home that can hinder your performance.
- It's been said that the "guest is always right, "but even if they are wrong-the fact remains that the "guest is always the guest." So, find an appeasing way to accommodate them.
- Focus on your position and respect everyone else's …every winning team plays ball with one common goal - to win!
- Never forget that service from the mind is given with expectation, but service from the heart is given with appreciation.
I believe that professionalism is a key element that enables you to give service beyond one's expectation. This is defined by how well you treat yourself --- because respect is earned and not given. Do you get up in the morning excited to be alive? Are you thankful for a job and place to serve others? Do you take pride in your appearance and have a high level of self-confidence? Is your attitude positive and are you an inspiration to co-workers? Your performance on the job and in everyday living affects everyone around you. Remember, the unbeatable energy of being on a winning team starts with the players.
Everyone has the potential to lead, by the passion to be a leader must first be awakened!
Leotis Watson is concierge at Emory Conference Center Hotel. Known in the industry as "Concierge Extraordinaire," Watson has been featured in articles, brochures, and on television, and has received hundreds of letters lauding his performance. For more than 20 years, his consistency has gained national and international recognition and exposure. In 1997, he was awarded Atlanta's Concierge of the Year. To reach Watson, visit www.emoryconferencecenter.com and just "Ask the Concierge."
POETIC SERVICE
As a guest enters the glass doors, an invisible bucket should fall, filled to the top with importance to make them feel ten feet tall…
An appropriate presentation should then shake our guest; our professional appearance and attitude should be at its best…
When greeting, be pleasant, while expressing a smile, to show not one but all that this, indeed, is your style…
Start out each morning with a dosage of P.M.A., so that a Positive Mental Attitude will last through the day…
Familiarize yourself with directions on different places all around, to accommodate our guests when they're touring our town…
Remember special data about guests for personal attention, so on their next stay they're pleased, by certain things that you mention…
Our only motto should be "we love our guests" because it's our duty that not one of them should settle for less…
We must strive real hard to melt ourselves into this mold, so that when the mold hardens we will have reached all our goals…
So let's all concentrate on guests' needs and requests, and our guest service staff will be better than the best.
By Carolyn A. Watson 1992
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