poor service sucks.......

Browsing Archive: February, 2012

Don't grunt at me, care for me!

Posted by David McHattie on Tuesday, February 28, 2012, In : Customer Service 
We are in the hospitality industry & our role is to deliver experiences. 

Safe, clean, a smile and a greeting are base requirements as are good food & drink or a comfy bed - they are all just the table stakes! Without personality hospitality businesses are simply expensive vending machines.

All too often, I and the majority of guests are faced with - "Yes - what can I get for you?" or Yes followed by a pause as they wait to be told the order.
Unfortunately this occurs in the majority of guest ...

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Stephen Fry: ABBA a lesson in pleasure!

Posted by David McHattie on Wednesday, February 22, 2012, In : Customer Service 
Stephen Fry eloquently and simply captured the essence of pleasure when asked why he like ABBA.
"Abba are very different and very special - the thing about them and one of the things you enjoy most in anything is when anything is better than it needs to be.
He went on to explain that while they could have got away with so much less, "their songs have a quality that is far beyond what is needed to make good pop."

This notion is an excellent description of what marks excellent hospitality from a...

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Room 101 "OK"

Posted by David McHattie on Monday, February 20, 2012, In : Customer Service 
Jim Collins was absolutely right when in the very first line of his excellent book "Good to Great" he asserted that "good is the enemy of great".
As a frequent and long-time operator and consumer of "hospitality"businesses, I have to declare that not only do I agree with the eminent Mr Collins but that my frustration almost gets the better of me every time I am asked "Is everything OK?" or "Was everything OK with your food?" Never far from the tip of my tongue is the following retort: "Yes, ...

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Do your guests leave with a burning desire to return?

Posted by David McHattie on Tuesday, February 14, 2012, In : Customer Service 
As I walk up the path, I am spotted and she's there opening the door - the biggest smile and open welcoming demeanour.
Tea, coffee, a beer or a glass of wine? The offers start to flow even before I am settled into an extremely comfy chair.
The fire is roaring, the kitchen is a hive of activity and ohhh the smells. No menu necessary I am having the usual - the days special.
The aroma of freshly baked bread and scones is driving me wild, the stove is laden with pots of fresh veg, unctuous sauces...

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Tip toe into vouchers

Posted by David McHattie on Saturday, February 11, 2012, In : Marketing 
Standing at a concert one person soon realises they can see better by standing on their tip toes. In response the person behind stands on tip toes to be swiftly followed by everyone else, just to revert to the view they had to start with. Benefit over! For everyone!

Now think vouchers.....
The first discounter gains an initial advantage but soon their activity encourages competitors to do the same (they feel they have to) - the net effect is soon no competitive volume advantage for anyone just ...

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7 pointers that could prevent "corporate suits" losing £13k

Posted by David McHattie on Monday, February 6, 2012, In : Customer Service 

I wait and wait. People join the queue behind me. The team seem to be moving at a snails pace today - unusual I think - my coffee is usually delivered swiftly. People behind and in front of me in the queue are sighing, becoming agitated and frustrated. Watches are being glanced at. As I get closer I realise the girl serving is a trainee, on her own. Now, I have no issue with people learning on the job, but some guidance and support is key. As I look around mentally willing someone to come and...


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