Every hotelier aspires “to provide the best customer service”. It’s in nearly every business plan and typically addressed in the mission statement. So why does it not always work out that way? No one ever said it was easy to compete on service, however, the expectations of service are often so low that today’s businesses have an opportunity to gain a competitive advantage. Lackluster customer service is often caused by declining people skills. Most people enter the workforce with low service skills, but with proper training, it can increase dramatically. Often companies spend their training on the technical side, but the companies that are competing on service understand and provide training in customer service skills. This training does not necessarily come in the form of an event or inspirational meeting, but a commitment – a long-term commitment to creating measurable standards and accountability through hiring, training and execution that builds over time. By creating a service brand promise, together employers and employees can create a shared vision that is written, understood and implemented. A service brand promise doesn’t have to be something that you advertise to the public, but it must be unique and compelling and should be used as an internal marketing tool to reinforce your vision to your employees. If you create and foster brand loyalty on the inside, you can sell it on the outside. There are a number of things to consider when creating your service culture. Walt Disney, with the support of his brother, Roy, created an effective organizational model and efficient work environment through culture building. Disney’s tips for building a dynamic internal culture: 1. Keep it simple. Make everyone feel comfortable and leave room for individuality. 2. Make it global. Everyone must buy into it. 3. Make it measurable. Create specific guidelines that are part of the performance assessment process. 4. Provide training and coaching. Incorporate the culture in the training and encourage peer-to-peer coaching. 5. Solicit feedback and ideas from the team. 6. Recognize and reward performance. Build employee motivation through reward and recognition. Without execution, systems are nothing more than ideas. Consistent execution and a solid process must be the responsibility of each employee. Employees must be empowered and inspired to exceed customer expectations. Create an awareness of common opportunities where employees can deliver exceptional service
Posted on: Sat, 04 Oct 2014 23:25:11 +0000
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