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 ...
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 recommendationsAccording to a recent Square Meal survey 45% of complaints are due to bad service87% of guests are unwilling to recommend - Customer Service Benchmarking report65% of employers report a need to improve customer service skills - National Employer Skills Survey again.So doesn't... Continue reading ...
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:
- Basic Needs - air, food, drink, shelter, warmth, sleep and yes sex.
- Safety Needs - protection, order, law, limits, stability
- Emotional Needs - family, affection, relationships
- Esteem Needs - achievement, status, responsibility, reputation
- Self Actualisation - personal growth and fulfillment
That thi... Continue reading ...
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 ...
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 ...
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...
Continue reading ...
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...
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... Continue reading ...
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...
Emotions drive value. “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
It's not the systems, processes and brand standards you adopt that create value, it's the emotional connection that the team develop which builds brands, advocacy and long term sales and profits. It's how you make guests feel - its being different - surprising them.
Systems and processes are developed to improve effic... Continue reading ...
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... Continue reading ...
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... Continue reading ...
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... Continue reading ...
A grey post-Christmas day in my local town returning unwanted presents amidst other equally fed-up looking shoppers - my usual pick-me in these situations is a tall skinny latte to go ( always with a straw ) from Costa or Starbucks or Nero or Pret.
I happened on the new Costa in the Parkway - was immediately faced with quite a queue and felt even more deflated.Never one to let a queue come between me and a latte I took up my place and was immediately drawn to the cheery Matthew behind the cou... Continue reading ...
Posted by David McHattie on Friday, January 6, 2012,
In :
Marketing
The simple answer is I wouldn't have waited for 45 minutes in a disorganised shambles of a queue, in a grotty area with nothing to do but concern myself whether I am standing in the right area to get out of this as quickly as possible. I also wouldn't be reading notices which try and convince me that the reason for the long queues is because we have tightened security by asking more questions - a notion blown out of the water when the only words shared (when I finally made it to the desk) wer... Continue reading ...
Any operator - particularly anyone who has been in the industry for any time will appreciate customers come in all shapes and sizes. Some are easily pleased some see themselves as budding Jay Rayner's - and everything in between. It has always been thus.
But social media has changed the rules or the dimensions of the playing field if not the game itself. There are some home truths that should be remembered in the midst of all the furore:
.....it enriches the customer experience and meets their inner motivations for deciding to sample your services in the first place.
We do not sell a commodity. I can buy a Budweiser for 61p at Asda or a Sirloin steak at Tesco for £4.07 - they do commodities very well.
We sell experiences and that’s why guests choose our industry. We satisfy human, emotional needs - to relax, to socialise and to explore.
Upselling is a critical component of fulfilling that obligation! Every team member shou... Continue reading ...
Excellent customer service provides differentiation and competitive advantage. The accessibility of cheap travel and pressures on disposable income is causing customers to be ever more discerning. In a climate of plentiful vouchers an even greater risk is the newly laid price value expectations of the consumer and the question - can you get out of vouchering with brand value and prices intact.
World class customer service is not the sole domain of 5* Hotels and Michelin Starred Restaurants ... Continue reading ...
|
Get all our latest blogs direct to your inbox Just Blogs - nothing else! |
