poor service sucks.......

Showing Tag: "competitive advantage" (Show all posts)

30% on the brink of gaining Advocacy

Posted by David McHattie on Monday, April 30, 2012, In : Customer Service 

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...


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Complaints are an Opportunity

Posted by David McHattie on Wednesday, April 18, 2012, In : Customer Service 
Based on my personal experience as a guest and an operator, as well as having sight of 000's of mystery guest reports it seems clear to me that the approach to complaints needs to change.
I believe the problem lies is in the base assumption of the team which is compounded by managements mistrust of the team.

The prevalent assumption or starting point when a complaint rears its ugly head often seems to be along the lines...
OMG - another guest moaning. We did not get that wrong! Fixing this is go...

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Over critical and a pain in the.....

Posted by David McHattie on Wednesday, April 11, 2012, In : Customer Service 
When was the last time you reviewed the experience in one of your businesses as a guest rather than as an infatuated owner or a super critical operator?
Operators are typically the latter and I know my wife and children have said to me on more than one occasion:
"Can you just be quiet please - we are having a really nice time - apart from you and criticisms"
I also know as a result I am never allowed to sit facing the action.
That's my penalty for failing to simply be a guest and focus on my ex...
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Service Profit Chain Basics

Posted by David McHattie on Thursday, March 22, 2012, In : Customer Service 
The Service Profit Chain is just simple good sense! Leading companies stay on top by managing their service profit chain.
In simple terms:
  • It is about developing a working environment in which the team - carefully selected, highly capable and engaged - interact with guests to create massive value and competitive advantage.
  • As a result guests remain loyal, they buy more, they visit more frequently, they tell others about your WOW experiences and are willing to share ideas for improvement includ...

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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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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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