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Best Practices and up to the minute news on Customer Experience Management and Service Excellence

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Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Tag Archives: Communication

Inclusive Language: When and How to Properly Use it

June 8, 2022Communication and MessagingCommunication, Guest ExperienceGillian Manning

To create a welcoming space, major corporations are choosing to use gender-neutral language. Using someone’s correct pronouns leaves them feeling respected and seen as individuals but navigating inclusive language might be confusing for anyone new to it. The lines that define what’s acceptable can seem blurred. Inclusive language is simply a way of communicating that is respectful and accurate for the people it applies to. Discussions on inclusive language often point to the importance of gender...

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Satisfied Employees Beget Satisfied Customers

February 15, 2022Guest Experience NewsCommunication, Leadership and ManagementJoe Pye

Unhappy workers can actually cost your business money. It’s not just a cliché but a hard fact: The customer’s always right. That’s because happy customers are more willing to spend more money on your business. But only a small portion of the workforce goes out of its way for customers. Gallup Poll regularly takes a pulse of the workforce in its report “State of the American Workplace.” The management consulting company has polled more than 195,600 U.S. employees. A little more than a third say t...

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Treating Employees With Respect Will Improve Your Company’s Bottom Line

January 26, 2022Guest Experience NewsCommunication, Leadership and Management, PeopleJoe Pye

Research shows turnover increases and productivity sours when workers don’t feel a sense of belonging. No matter the industry, turnover is expensive – and every industry is facing high turnover right now. Between March and April of 2021, pollsters from Harris asked 1,000 hiring managers how much turnover costs their company. Get this: the average figure was $26,511. How can these companies best avoid the financial blow from employee turnover? A new report called “The 2022 Workplace Belonging Sur...

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Excellent Customer Service can Help Make Up for Pandemic Price Hikes

December 14, 2021Guest Experience NewsCommunication, EmotionsJoe Pye

Many restaurants have no choice but to pass soaring costs to customers. Here’s how customer service can make it worth the buck. The other night I took my father out to his favorite chain restaurant, PF Chang’s China Bistro. It was his 55th birthday and we wanted to make it a special night for him. I had previously worked at the location we took him to and when I peeked at the menu I was surprised to see menu items are now up an easy $5 to $10. By this point in the COVID-19, I wasn’t that shocked...

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Be Positive to Customers, Even If Your Mood Isn’t

August 22, 2015Emotions, Perceptions, FeelingsCommunication, EmotionsRoberta Nedry

High notes, low notes, coughs, gulps, groans and deep sighs. Boredom, rudeness, reticence, enthusiasm, frustration…. Wait a minute, back up. Enthusiasm? I was prepared for all of the rest when booking a hotel stay recently, but not enthusiasm. However, one enthusiastic individual actually had a lilt in her voice, a sound and a feeling that she was happy to be there. Three of the four encounters I had featured everything but enthusiasm. I was greeted without a greeting, with exasperation and anno...

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When Reservations Miss the Mark – Closing the Call Center Gap

August 21, 2015Competitive Intelligencecall centers, Communication, hotels, TrainingRoberta Nedry

The properties are magnificent. The brochures are compelling. The promise is clear. Then the guest makes the call. What happens next can either reinforce that promise or quietly unravel it. When the first call falls short A guest calls with excitement, ready to plan a stay. Instead of connecting with someone who knows the property, they reach a central reservations agent who has never been there. Questions go unanswered. Responses feel generic. The conversation becomes transactional. The call is...

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Don’t Default to “No” – How to Keep Service Doors Open

August 21, 2015Communication and MessagingCommunication, Leadership and Management, operationsRoberta Nedry

“No, we don’t have that information.” “No, we can’t retrieve your data.” “No, that suite is not available.” No. No. No. With all these “no’s,” it’s easy to wonder if service is starting to shut down. When “no” becomes the easy answer “No” can feel efficient. It allows employees to move on quickly, especially when they are unsure or under pressure. But for the guest, it often feels like a door being slammed shut. And when that happens, the guest may move on as well. The missed opportunity in ever...

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Stop Saying “Shortly” – How False Promises Frustrate Guests

August 21, 2015Communication and MessagingCommunication, guest expectations, Service ExcellenceRoberta Nedry

“Someone will be with you shortly.” Few phrases create more frustration. After navigating multiple layers of automated prompts, being told “shortly” every few minutes quickly turns into waiting… and wondering. When expectations don’t match reality In Colorado, a cab was promised within 10 minutes. Twenty minutes passed. A follow-up call assured arrival within seconds. Fifteen minutes later, the taxi finally arrived: 35 minutes after the original call. The issue wasn’t just the delay. It was the ...

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Winning the First Impression – Where the Guest Experience Really Begins

August 21, 2015Best and Worst PracticesCommunication, First impressions, touchpointsRoberta Nedry

You get no second chance to make a first — and I’ll add lasting — impression. In today’s world of guest experience management, that statement carries more weight than ever. Where the first impression really begins When does the guest experience actually start? Is it when a guest walks through the door? When the valet takes the car? Or earlier — when the reservation call is made or a website is visited? In reality, the experience begins the moment a guest decides to engage. That first interaction...

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