As the hotel industry knows well, hospitality is not just putting mints on the pillows. It’s the way you interact with your customers. You can make those customers feel like royalty and keep coming back, or not.
Here are 3 quick tips on how to ensure you and your team can keep the spirit of hospitality in their every day tasks.
Moods are Contagious – Remember that you are part of your customer’s day. Do you want to complain to them, show then you are tired and cranky, or be positive and make them smile? People enjoy uplifting people. Often a sense of humor, kind words, and a genuine smile can turn around even the worst of days.
Remember the “Trickle Effect” and Keep the Environment Positive – You, and your employees are the living, walking and speaking representation of your company. What is your company culture? Stressed out and demanding, or enthusiastic with a positive attitude? Whatever it is at your company, it will probably make its way to your customers. Customers will know it from speaking with you for even a few minutes.
Identify the “Little Things” – This is a great brainstorming meeting to have with your cleaning team. Ask them to write down the 10 things they remember doing or saying to a customer to get a smile. Then ask them to write down the 10 things someone else in a service business has done for them to make them smile. You will end up with many great stories and super ideas for exhibiting hospitality and good customer service.