poor service sucks.......

Showing Tag: "personality" (Show all posts)

Beware Robotic Service

Posted by David McHattie on Friday, April 27, 2012, In : Customer Service 
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...

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13% are Sector Assassins!

Posted by David McHattie on Thursday, April 26, 2012, In : Customer Service 
Part 1 of the our NEW Research Report is available today and reveals the true state of "The Customer Experience in the Hospitality Industry":
Some of the headlines include:
  • The Hospitality Sector Benchmark is 75.42% - 14.58% below the 90% target level.
  • 13% of businesses act as sector assassins - creating “hospitality detractors”
  • 34% of all experiences diminish future sales!
  • 30% of businesses have competitive advantage within their grasp. 
  • Personality is the weakest performing area for the H...

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Mall à la tête

Posted by David McHattie on Wednesday, January 25, 2012, In : Customer Service 

A recent visit to a Mall offered an instructive "ugly experience" that illustrated the type of experience that could give any owner a headache. 

'Oh great no queue' I thought so I approached the counter - no welcome or hello-how-are-you.  The lady serving at the counter had her back to me and was engaged in a discussion with another team member who was facing me but he said not a thing. I was obviously invisible. They continued their little chat despite the fact I was less than 5ft away and st...
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