One Hotel management guru suggests that simply wowing one guest per day can turn your establishment into a star earner. In the higher end market a star earned can mean a million more dollars. Some establishments in NYC are forgoing a star to save a million. I won’t encourage that behavior. The long term always demands great service. Cut somewhere else.
Let’s say that a venue has 10 employees on a shift. If each one of them works to wow one client. Potentially 10 clients will be turned into free marketing machines. How do we know to what level each customer responds with “wow.” The secondary effect here is that while each employee strives to make an impression on one customer, they have no idea which customer will respond in that fashion. So each employee, engaged in this strategy will be attempting to wow them all. It should be stressed that we are only requiring one. requiring a wow response from all of them demands that nothing less than a perfect show is acceptable, and that is unacceptable. Furthermore, stressing that they will be attempting to wow just one, allows them to relax and give great service to everyone, knowing that a realistic expectation has been set. Besides, it has been established that “wow” service is personalized. The same wow factor cannot be applied to every client, regardless of expectations. See Personalized Service.
Trying to wow just one person per day alowesthe entire staff to the room to constantly impress all your clients.
I am always amazed at the level of service I encounter at Dr’s offices. The amazement comes at the point where the expectations meet the sliding glass window. let’s start there. Why does a Dr’s office have that sliding glass window? Is there a good time to cut yourself off from your customers? Is there a good time to give the appearance impropriety and secrecy? More and more modern offices have an open plan, and for good reason. My wife is pregnant. She went to the radiologists to examine a lump. It happens in pregnant women, hormones and all. She was instructed to come a half hour before her appointment in order to fill out paperwork. Why not just make that her appointment time? Nobody rejects the idea of having to fill out paperwork, much. We accept that as part of the receptionist and record-keepers job that we have to do. I think it is nice if a person has a conversation with you and asks you the information. You can do it yourself if you find that privacy is an issue, but that should be the exception. Don’t take an appointment and then patronize us into coming in earlier, thereby making acceptable, sneaky, extra wait time under the guise of administrative necessity. And heaven forbid the facility have a working website where the information can be entered at the patients own time (since we accept that it’s our time we are spending either way) and then simply verify or correct the info at the office? That’s being served.
The paperwork ended with a disclaimer which read: Please sign here confirming that you are not pregnant. Being pregnant disqualifies you for radiology in some cases. My wife is pregnant. She explained to the receptionist that she did not fill out the disclaimer, because there was no other choice. She was told to Just sign it anyway. Let’s say that her pregnancy was not as obvious. What could the repercussions of exposing an unborn baby to radiation be, because the tech saw a signature and didn’t take proper precautions?
My wife is not a liar. We disagree on the role and importance of the designated hitter in the American league of Major League Baseball, but not because she is lying, she’s just wrong. My wife explained that she can not sign it, because she is pregnant and the radiology tech will see her anyway, she was sent by the Ob/Gyn. The receptionist had a choice: to display knowledge of the service her company provides and display caring professionalism, or roll her eyes, huff a little, and express sentiment in the fashion of the neighborhood snitch. She chose incorrectly, stating :Okay…I’ll let’em know.
When you are the face of the medical staff, please don’t refer to women as sweety, or honey. Even if they are very old. Address them by the names on their bank account, get it. The medical community is not social authority, they need to serve the same way that every other business does. Regardless of a nationalized/socialized medical insurance policy, there are still options, and they are populated by human beings, serve each other accordingly.
I always keep my expectations high, so that I give people the opportunity to succeed and catch them doing so. Of course this is a passion of mine it’s also easy for me to catch the opposite. I’m looking for opportunities to hone my own skills. Sometimes it takes skills to be a customer to somebody else. Therein lies the problem-a customer shouldn’t have to bring many skills the marketplace.
Customer service always starts in your house. You have certain expectations of where you’re going and of the service you want to receive. Customer service also in the house because that’s where most of your advertisements lie. More on that another post. IN this case my house is where customer service barely started, and has hardly seen the light of day. My roof has been leaking for a while. I have been emailing the property management specialists for a while. We were getting death by a million paper cuts. We got the same emails as responses to different questions. The roof continued to drip. Black Mold formed on the ceiling. After a week, someone showed up to paint over it. I know the ceiling can’t be replaced until the leaky roof is. One drip turned into one downspout and 3 drips.
My last email was to inform them that I don’t expect much from them, except to keep depositing my rent check. I have run around emails and many of them to prove that expectation was realistic. It was clear that their actions had lowered my expectations of them. I got a 2 calls- one from the property management owner (not the maintenance person) and one from a very polite roofer’s receptionist asking when I would be available to let the guys in to see the damaged area. Apparently the roofing company was trying to get this done and property management hadn’t provided them with the information. I call a little BS on that, since they were awarded the contract, they had the address. Nobody, but nobody can’t be found when you have an address. That Monday a tarp was put in place until the roof can be replaced at the end of the month. That was all it took. As usual the difference between good and bad customer service was 15 minutes work. Instead, it was 90 days of poor service. I didn’t realistically expect the roof to be replaced right away. It took 6 months to replace a dishwasher that leaked and was infested with bugs. One email reply even asked me what my address was, and it wasn’t the first email.
Check out my Vine account, @ConHippy. I have a bunch of Vines showing the drips, spanning months. and that was after a few calls. During one rainy week we were told to be patient, that roofers couldn’t do it while it was still raining. No Kidding and I thought you were going to be patronizing. I had a roofer send me – the renter – a bid. When I told him I am not authorized to accept nor deny, he asked me to forward the email. Is that service? No. Now it is important that I hold the other party accountable to the contract they signed. I pay rent to live in a nice house in a nice ‘hood in a nice town. Because that is the value I receive, in addition to a leaky roof over my head, the price is justified. I also can not use my rent as leverage. Asking someone to abide by their maintenance contract means abiding to my side of the contract as well. In fact, the argument is stronger when I have facts and proper payment in tact. Customer service exists at home. I shouldn’t become used to bad service, even from a landlord.