Ten Traits of Outstanding Service Organisations
1. Be reliable. This time, next time and every time
2. Anticipate. Be 5 seconds ahead of the guest and act on what you already know.
3. Stay responsive. To calls, requests, situations,
4. Welcome. Make each customer a personal guest. Eye contact, smile, personal greeting and use the guests name if they have provided it.
5. Sense of urgency or calm interface. Check before you act.
6. Assured. Know more about your customers, your product and services than anyone else. Where they are from, why they are there and what’s next. Train, read, watch, visit, click, practice, talk it through with the team. Always professional.
7. Empathise. Read, understand and respond to the emotions of the guest. Think through the implications of service changes. Respond to what you see; tired, anxious, bored.
8. Focus on well being. What would improve life for this guest?
9. Maintain high quality processes for all you do. The efficiency and effectiveness of your organisation has a direct impact on the customer experience and on the cost of each transaction.
10. Physical environment. Everything the guest sees, hears, touches or smells is informing the guest perception. Housekeeping, security, design and layout all have a direct impact on guest reactions.
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