by Tech Support | Nov 17, 2009 | Guest Services
We live in a hurry up world. People can be rude, impetuous, quick, and impatient. These are thoughts that have loomed large on my mind this week as I slowly crawl, or limp, from one place to another. I had knee surgery a week ago and I thought that, miraculously, I would be back up to speed in just a few days.
I’m surprised at how frustrating the slow physical pace has affected me. In an effort to pay attention to the lesson I’m forced to face, the fact that maybe some things require patience. I know that when it comes to guest service, or even dealing with the public, patience needs to be the word of the day.
Those who provide service, and those receiving service, have expectations of what that means. Depending on your mood, whether you are the giver or receiver of service, your experience can be colored many different shades of happy, sad, or mad.
Yesterday, I flew to Vegas. My mood was tentative at best. My knee hurt. I was moving slow. You get the picture. In an effort to create my own best experience (I do believe I’m in charge of how I behave), I approached the self check–in with a positive attitude. Service was good, everyone was nice, and then I had to take the extra steps to drop my bag at TSA.
I must say that with TSA it is a crap shoot. Typically the DFW folks are pretty nice, but you never know. I’m not sure those people understand they are in a guest service business. I digress . . I approached the TSA bag check–in and much to my surprise this guy was great. He asked me the standard, “bags are unlocked, no firearms” questions. And then he inquired from what gate I was departing. He gave me directions to the security check–in and then followed up with gate information about where I could find restrooms and food once I was on the inside. He wished me safe travels and sent me on my way. I found that to be VERY cool! He didn’t have to give me that information, but he seemed very genuine and pleased to help me. I love that!
Here’s the amazing part . . I arrive at the security check point and a lady approaches the TSA check person and asks the best place to check in for gate 20 – she’s dropping her grandmother off at the airport. This guy seems annoyed by the question and gives the lady a gruff, “go down there” explanation. The lady thanks him and goes out the door. He checks my boarding pass against my ID and then looks up and says, “American needs to add us to their payroll, we need to know everything about their business, where to check in, what gates the bathroom are at, and even if there’s food inside.” I was so stunned at the quick turnaround and comparison of service and attitude.
The bag guy gave information without asking, and the security check point guy was frustrated that someone expected that type of information from him. Who are you? Do you think that everything you give comes with the expectation of receiving something in return?
Who works for you? Do you know what their expectations, or explanation, of service really is? I think the following questions would be a great training exercise to perform with your staff. Ask these 4 questions:
- What are your expectations when you are receiving service?
- What do you think is expected of you when it comes to giving service?
- What would it look like to you if you receive excellent service?
- How could you provide service that is above and beyond what our guests expect?
I would love your feedback. This blog is a place for us to communicate with one another. I look forward to your input.
Limping Along.
by Tech Support | Nov 11, 2009 | Sales
I attended my 30 year class reunion this past weekend. Because I was on the planning committee, you can bet we included a bowling event as one of the activities! You can view pictures on my Facebook page. You know those pictures are worth a 1000 words!
I don’t live in Ft. Smith, AR, anymore, but, with the way our industry works I do know the proprietor and the staff at Bowling World. We planned this Saturday afternoon event way back in March of this year. I facilitated 2 games of 9–pin no tap – which is always cool for people who don’t bowl or haven’t bowled in a long time. They scored more than ever, which in turn should entice them to come bowling again!
In the planning, I asked for balloons on each pair, and an appetizer type buffet. And I thought it would be fun to have red pins in the rack. The center not only put in the red pins, they also gave us “buy one get one” free coupons to give to the winners. Bowling World understood that they had a real opportunity with new people who live in Ft. Smith, and WOW, did they exceed our expectations!
The set up was beautiful. Not only did they have balloon bouquets, but, they had red and white candles too. When we entered the center, there was a giant banner that welcomed the class of ’79. They had door prizes that they gave away during our event. And they have these cool grown–up tricycles for races. Each team designated a racer and we had them compete. The winner received a ball cap that had the grizzly logo and class of ’79. How cool was that? I wish I could say that was my idea, but it was a center contribution to the event.
I have received so many thanks and congratulations regarding the bowling event. Everyone had so much fun. When it comes to first impressions, this center created a lasting memory. My hope is that there will definitely be new business for Bowling World that is a direct result of our reunion.
From a public point of view I want to personally thank Jeremy, Roxanne, Randy, and the incredible staff at Bowling World. You guys made me look good and the class of ’79 had a blast on Saturday!
by Tech Support | Nov 4, 2009 | Guest Services
Maybe we should quit teaching what customer service is and talk about people being in service one to another. Everyone has a standard about how they want to be treated.
This week, I witnessed guest service at its highest form. The incredible thing is that the service giver and the receiver were performing at the top of the pyramid. I fly a ton, so this particular incident happened on a plane. When you fly next, I encourage you to pay close attention to the interaction between people on the plane. Watch everyone – passengers, young and old, flight attendants, the pilot – everyone. There’s a lot of service and disservice going on just during the boarding process.
I fly enough to usually enjoy the benefit of an upgrade and get to ride in first class. The service is measurably better in first class. This particular flight was just like any other. First class boarded first, and then the poor saps who have to ride in coach began the slow, patient, grind of aisle standing and managing the luggage they refuse to check because it costs $30 more! (Oh, that’s another article altogether. Don’t get me started!)
Anyway, I digress. The boarding process was thinning out when a soldier steps on board. I had not really noticed him because I was reading. What I did notice from my 5E seat is that the man in 4B stood up immediately and gave his seat to the soldier. 4B took the soldier’s boarding pass and folded into the aisle to take a coach seat in the back of the plane.
I burst into tears. Ok, I started leaking. Several people who passed the soldier in the first class seat stopped to say thanks. Those brave men and women who give all of us ultimate service with their armed forces commitment have certainly put the needs of others before their own.
I was so taken by the simple kindness that the civilian in 4B extended to this soldier that I couldn’t quit thinking about the fact that truly we are all in service one to another. It’s not something that should just happen at work. It’s a practice that we all choose to live or not.
J Brock, who works with us, and his wife, Aquilla, picked me up one night from the airport. As they waited on me, they met a young soldier who was from Waco. No one met this returning soldier. His young wife had had car problems. Long story short, JB and Aquilla dropped me off at home and then took that young soldier to Waco that night. Waco is 90 miles from where we live. J and Aquilla never considered any alternatives. It didn’t matter that it was late. What mattered is the return service opportunity that they could give to that young man at that time.
It’s incredible what you can do. When you work in a guest service environment, you have the opportunity to create a new story every day. Each shift presents you with the chance to move up the guest service hierarchy pyramid. Where do you stand? Are you just getting by, doing only what’s asked of you or the absolute minimum? Or are you giving freely, looking for ways to improve service or make someone’s experience more memorable? Some will stop and ask, “Why should I?” because the reality is you get paid the same whether you perform at the top of the pyramid or at the bottom. My gut reaction is, “Why shouldn’t you?” I think it takes the same amount of energy and effort to perform at any of those levels, and the real secret is, as you move up and perform at the higher rungs of the pyramid, you get back as much or more than you give.
