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WORDS OF WISDOM
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The feeling of being disrespected makes a lasting impression.
-Donna Long
Doing good to others is not a duty. It is a joy, for it increases your own health and happiness.
-Zoroaster Persian Prophet
All altruism springs from putting yourself in the other person's place.
-Harry Emerson Fosdick |
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DECISION-MAKERS COME IN ALL AGES
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This past weekend I did a corporate retreat for an impressive startup construction company. The owner's daughter, who is a college graduate, bright, and a real go-getter, made all the arrangements at a nice 4-star resort. Everyone appreciated the facility and the overall service, but the resort has lost the chance of any repeat business from this company, not to mention a possible referral.
The problem centers around the way the daughter was treated. She actually looks much younger than she is, but she is a professional, assertive young woman. I witnessed her having a discussion with the front desk about the possibility of a late checkout for the 12 rooms they had booked. She was only asking for a 1 1/2 hour extension and the two individuals at the front desk stood firm that they couldn't possibly entertain such a request. She persisted, explaining the company's investment in all the meals in addition to the rooms, but the front desk staff basically blew her off.
Later, the company owner had a similar discussion with a manager and they decided they could accommodate the request. I just can't help but think that my client's gender and age was a factor in the poor, inflexible service she received. Too bad for the resort, because she is a well-respected decision-maker. And... on a fairly regular basis she meets with large companies who could be potential future business for the resort. |
COMBATING POSSIBLE DISCRIMINATION
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Following are tips to help you combat potential discrimination toward your clients, customers or guests.
- Start by including a customer service component as part of your employee orientation. Ensure that new employees understand the importance of treating EVERY customer as a VIP.
- Go out of your way to personally serve people who might sometimes be victims of discrimination. There's nothing like a good role model to remind employees that everyone who comes in contact with your organization deserves great service.
- Allow employees to do mini presentations as pre- shift meetings to address potential discriminatory behaviors. Invite them to share their own experiences of discrimination as a way to help them remember the negative feelings that resulted from such experiences.
- Be quick to commend employees who provide exceptional service to your customers, clients or guests.
- Also be quick to coach employees who may not be on track with treating all customers, clients or guests with exceptional service.
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SERVICE SAVVY: OUTSTANDING SERVICE IN A DIVERSE WORLD
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Save 20% on Service Savvy: Outstanding Service in a Diverse World. Click this link to learn more about this customer service video and call us to place your discount order. The participant guide is available on CD so that you can reproduce as many as you need.
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