poor service sucks.......

Browsing Archive: May, 2012

New Concept Equipped to Fail

Posted by David McHattie on Friday, May 25, 2012, In : Customer Service 
I visited a restaurant last night, a relative new comer no doubt hoping to make an impression and grow from its existing 4 sites. Sadly I don't hold out much hope for a bright future.
Why?
The vacuous space had no ambiance, no music, wooden floors and no soft furnishings so with so few guests all there was were the hushed tones of guests trying to chat without sharing their conversation with everyone else. The issue was the team's insistence that arriving guests be seated in the same section ...

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Stuff the Olympics

Posted by David McHattie on Thursday, May 17, 2012, In : Marketing 

At your peril!

Visiting a hospitality business the other day it struck me how cynical and to be blunt - stupid, some people can be.

I overheard the host proudly declaring they have no time for the Olympics - believing there is no benefit or legacy heading their way - that  the costs were ludicrous - the ticket allocation flawed - there would be no legacy - that it was just a London thing.

They are not wrong - with such an attitude that they are only too happy to wield to any who will listen i ...


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The training isn't working?

Posted by David McHattie on Thursday, May 10, 2012, In : Customer Service 
The hospitality industry spends £4,242 million on training each year according to the National Employment Survey
The hospitality industry benchmark is 75.42% - thats 14.58% below the level required to gain recommendations
According to a recent Square Meal survey 45% of complaints are due to bad service
87% of guests are unwilling to recommend - Customer Service Benchmarking report
65% of employers report a need to improve customer service skills - National Employer Skills Survey again.

So doesn't...
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Maslow's Road to Sales & Profit

Posted by David McHattie on Friday, May 4, 2012, In : Customer Service 

Let me introduce the genius of Maslow's Hierarchy of Needs

In simple terms Maslow identified 5 levels of human needs - the ladder we all try to climb despite the many challenges cast in our way:

  1. Basic Needs - air, food, drink, shelter, warmth, sleep and yes sex.
  2. Safety Needs - protection, order, law, limits, stability
  3. Emotional Needs - family, affection, relationships
  4. Esteem Needs - achievement, status, responsibility, reputation
  5. Self Actualisation - personal growth and fulfillment

That thi...


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Is satisfaction the goal?

Posted by David McHattie on Thursday, May 3, 2012, In : Customer Service 
Satisfaction is derived when what the customer expects to get is at least matched by what the customer perceives they got

In a supermarket the label and appearance suggest what quality of beef burger the customer will get when they have cooked it.
In a restaurant the menu, dish description, price and and environment suggest not only the quality but the service the guest can expect.
Expectations are established. When these are met - when what the guest expects to get, is at least matched by wha...

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