We’ve been talking a lot about great guest service over the last several months. I’m onsite this week with 3 Bowling Based Entertainment Centers in Canada. One of our primary goals for training is to help the front line staff create a culture of VIP service for their centers. Your people and your service are your UNIQUE selling proposition.
It’s interesting to me that one of the main news headlines this morning is all about McDonald’s front line workers going on strike so they can get more McPAY… I did not see a headline that said, McDonald’s workers are offering VIP McService in return for more McPay. (Maybe I shouldn’t watch the news!)
I do think there is a bit of a crises between what we want in terms of service, whether we are business owners or customers and what we are willing to pay for that VIP service. I also sincerely believe that if everyone got it that we are in service one to another that this issue would go away.
The very nature of working in the service industry suggests that as the employee you signed on to serve! I think that the rest of that sentence should say… “AT A HIGH LEVEL”. As business owners we have to define what that HIGH LEVEL means.
Have you established guidelines and training for delivering great guest service? Or is there just simple rhetoric that is used throughout the facility that sounds something like, “we consider the guest number one”. If you put a gesture with that “number one message” it could mean several things depending on which finger you use for that number one gesture.
I challenge you to come up with written standards of service and give detail to what that looks like when your employees are delivering that service consistently with each customer-everyday!
If you have some of that language written today, then I challenge you to review those values on a daily basis with your team. They need to be indoctrinated in a way. Remember to share with them WHY you believe what you believe when it comes to serving your guests.
I hope you take at least 1 step this week in creating a way to help your guest experience at least 1 VIP moment when they visit your facility!
Happy Serving,
Beth
