Excellence Wins - Co-founder of the Ritz Carlton Hotel Company
Very few people come to work to be negative or to do a lousy job. People come to contribute to a purpose. When we invite them to join us, to take on positions that befit them, their talents can blossom. We haven't just grabbed them off a shelf... we have gotten to know them as human beings and carefully matched their unique interests with a set of tasks that energizes them. As a result, they become employees of excellence for a long, long time, which benefits not only them personally but the organization as well.
What Does The Client Want?
Let's say you're in the medical field. When people come to a doctor's office, they, of course, want to get rid of their pain. But taht is not the whole picture by any means. Healing resides in more than just the pill bottle on the shelf. Patients want to be heard by the doctor, the nurse, even the check in assistant at the front desk. They want somone to listen to them with a caring heart. Yes, their recitation of symptoms may be lengthy, as well as confusing - but it's their reality. If the medical professionals don't engage with their humanity, the healing process can be inhibited.
Individualization
People these days seem to be more and more interested in individualization and personalization. People want to be able to twak a product to their own likes.
Personalization
No sound on earth is as sweet to a person's ears as their own name. They wan to be called by name; it's a recognition of their worth.
Customer Service
Customer service starts at the front door or with the first ring of the phone. The first step of service is offering a great welcome. You show immediately that you are glad the person has chosen to com eyour way- even if they haven't bought anything so far and you're not sure if they even want to. If the welcome in warm and immediate, the individual makes a subconscious decision that's positive. They're willing to explore further.
The second step is complying with the customers wishes. The focus here is not on your agenda, but theirs. Yes, you want to make a sale. But what is most important is what is on their mind. That is why you say "How may I help you?" and you listen - really listen to see what is on the forefront of their mind. They may not be able to be very articulate about it. They may stumble around trying to explain what they want. You have to play detective sometimes.
The desired goal of every organization should be that, everything that's done (from saying hello to mopping the floor), the guest is persuaded to come back. This is a far greater goal than just checking off certain tasks. It is making a valuable impression.
Service always implies caring. To make customer service a reality, you must hire the right kind of people and orient them thoroughly at the start, and then repeat your values to them again and again. Every last employee contributes to creating loyalty among customers.
"When an organization builds a reputation for quality service, it creates a unique reputation. If the person out front consistently greets customers with genuine warmth, shows respect, makes sure everything is right, makes the person feel good, and thanks them for the privelege of serving them, the customer will assume the maid, cook, the bookkeeper, the custodian, and everyone else will be just as pleasant. "
1. Keep the customer
2. Get new customers
3 Encourage the customer to spend as much as possible
4. In all of the above, keep working toward more and more efficiency
Comments
Post a Comment