poor service sucks.......

Papering Over Cracks

October 23, 2012
Great marketing and clever advertising cannot paint over a poor experience

In fact it can make it worse.

Your marketing and advertising is designed to create demand - to offer a promise of something appealing.
But Beware.....
Don't set an expectation that you cannot deliver on.

Whenever you build high expectations through your web site, your advertising or any piece of PR or marketing ensure you do not establish expectations that you cannot live up to.


Why?

Because guest measure satisfaction as:

The perceived reality of the experience / the expected

Greater than 1 is good less than 1 is destructive.

Ensure you deliver on the brand promise.

Posted by David McHattie. Posted In : Marketing 

 

It's never been this tough before...

June 29, 2012
Actually in many ways it has never been this good and opportunity knocks for those who focus on what matters.

In 1978 there were only 3 TV channels. If we wanted to eat out our family choice was a Berni Inn or an independent Italian.
We had just purchased our first video recorder - for about £750! Hardly anyone travelled abroad and the proportion of people eating out of home was very small and largely to celebrate.
I got my first computer in 1982 - a Dragon 32 - yes 32K - and my first mobile in...
Continue reading...

Posted by David McHattie. Posted In : Customer Service 

 

At least Dick Turpin wore a mask....

June 8, 2012

A Gastro Pub I visited recently charges £19.95 for a wine that is available from Amazon for £7.49

Is it worth it?

Let's simplify the thought process.

£12.26 for a rude and uncaring waitress to deliver it from point A to point B. Delivery is free from Amazon and 1st class in every way.


OK, I know I am stretching the point but when prices are set at such levels then there is a serious challenge : the experience on offer had better be worth it. In this case, it was most certainly not. Every ...


Continue reading...

Posted by David McHattie. Posted In : Customer Service 

 

New Concept Equipped to Fail

May 25, 2012
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 ...

Continue reading...

Posted by David McHattie. Posted In : Customer Service 

 

Stuff the Olympics

May 17, 2012

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 ...


Continue reading...

Posted by David McHattie. Posted In : Marketing 

 

The training isn't working?

May 10, 2012
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...
Continue reading...

Posted by David McHattie. Posted In : Customer Service 

 

Maslow's Road to Sales & Profit

May 4, 2012

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...


Continue reading...

Posted by David McHattie. Posted In : Customer Service 

 

Is satisfaction the goal?

May 3, 2012
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...

Continue reading...

Posted by David McHattie. Posted In : Customer Service 

 

30% on the brink of gaining Advocacy

April 30, 2012

Only 13% of hospitality businesses are delivering experiences that cause guests to recommend and act as advocates but the latest insight offers hope for a further 30%.

While:

  • Net Promoter research proves that 90% is the target score
  • 87% of businesses are not delivering experiences worthy of recommendation
  • 34% of businesses scored less than 60% - a level of dissatisfaction causing those guests to act as detractors - sharing the negative experience with friends and colleagues

The good news; a...


Continue reading...

Posted by David McHattie. Posted In : Customer Service 

 

Beware Robotic Service

April 27, 2012
While the laying down of processes and systems is essential be clear why you are doing so.
You are doing so to stage the opportunities for team members to interact with and engage guests! Not because these are what the guests came for!
The steps you outline are choreographed opportunities to sell the experience.

But Beware…..
In identifying the customer service steps that will best service guests it is important to bear in mind that the delivery of the process can be easily ruined by scriptin...

Continue reading...

Posted by David McHattie. Posted In : Customer Service 

 
Older posts »
 

Subscribe to our mailing list

* indicates required
Email Format

Recent Comments

Powered by Disqus

Get all our latest blogs direct to your inbox

Just Blogs - nothing else!