Creating a Culture of Guest Service - Key Insight #5
“Tell them the good and the bad, and show them it matters.”
A great start is to ask your guests to tell you when things go right and when things go wrong. You can then ensure you have processes to capture both good and challenging feedback. Use that information to show your front line that it does matter what they do, how they respond and why your operational standards matter.
Ask your guests for feedback.
Use the good to recognize staff and use the bad to show how you could have done better, always giving specific examples and advising on what resources are available “in the moment” to address guest issues. The last thing you want is a guest to leave unhappy and take that back to their friends, family and community. It only hurts your brand and reputation. Here is an example from the Harvard Business Journal on the power of service recovery:
‘A participant in a service-recovery workshop shared this striking example of a company that recognized a problem it didn’t create but nonetheless was prepared to solve:
“A while back, there was a very bad fire in my house. The next day I was raking through my possessions, my family sitting on the front stoop, when a Domino’s Pizza truck pulled up. The driver got out and approached us with two pizzas. I told him I didn’t order any pizza and explained that our house had just burned. ‘I know,’ he replied. ‘I saw you when I drove by half an hour ago. I figured you must be really hungry, so my store manager and I decided to make a couple of pizzas for you. We put everything on them. If that’s not how you like them, I’ll take them back and get them made the way you like—on the house.’
“I couldn’t believe it,” the participant concluded. “Do you think I’d ever buy pizza from anyone else?” ’1
1. Hart, W. H., Heskett, J. L., Sasser, W. E Jr. (1990, July/August). The Profitable Art of Service Recovery – Harvard Business Review
A steward not only showing guests to their seats, but also taking their picture. The steward was recognized for going above and beyond their everyday duties.
Tell them the good and the bad.
Use the good to recognize staff.
If you are looking for help with staff motivation, appreciation and recognition, at MoonShot, we have the skills and expertise to help you with the next steps, to take your guest experience to the next level! Fill out the form to find out more!
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