Tag Archives: Service Excellence

Take the Service Elevator to the Top Floor

Competitive Intelligence,

Customer experience management is increasingly critical as a top investment area and a skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly, and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations, and most CEOs don’t...

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Stop Getting Trashed by Your Customers

Best and Worst Practices,

It seemed like such a small thing at first. In the lobby of a high-end office building, wedged between the front desk where guests checked in and an American flag, was a trash can. Not a nice or decorative trash can, mind you, but a plain, black trash can that almost seemed as if it were touching the bottom of the flag. It was there for convenience and could easily have been overlooked. We all have “trash cans” in our lobbies — and in our businesses — that stand in the way of our efforts to crea...

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Crew Can Choose Between Complaints, Compliments

Communication and Messaging

Does it really matter if guests are happy all the time or are complaints just a part of the charter business? Does service, especially exceptional service, count as a decision-making factor for today’s guests? What is the impact, if any, to the bottom line? From a guest’s perspective, service is only expensive when it’s not received. A yacht’s team must be trained to understand the impact of their role as the final service impression. They must recognize that their actions may be responsible for...

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Clear, Dedicated Vision Needed to See Big Service Picture

Best and Worst Practices,

Think of service as a giant TV screen and envision the guest or customer as holding the remote control, choosing which channels to watch or to use. As that guest clicks on each button, sometimes they find static, sometimes there is the most beautiful picture in the world. Sometimes the sound is off and sometimes what is supposed to be there is not. Sometimes it takes forever to find the preferred channel and sometimes, the controls do not work. That’s a great service analogy, especially in today...

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The Little Things Guests Notice – Solving Service’s Smallest Mysteries

Emotions, Perceptions, Feelings,

During a visit to a high-end spa, everything felt first class. The service was thoughtful, the environment polished, and the experience seamless. I even decided to purchase some skincare products to take home. They were carefully wrapped and presented beautifully. Then came the final step. A worn, chewed-up plastic pen was handed to me to sign the receipt. After everything that came before it, this small detail stood out for all the wrong reasons. When one detail disrupts the experience It was a...

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Prescribe Better Service – Why Guest Care Drives the Bottom Line

Best and Worst Practices,

Healthcare is on everyone’s mind. Politicians, business leaders, and everyday people are searching for better ways to care for others. Most agree that healthcare is a basic human need. So is good service. Service as a form of care Guests should not need a prescription to receive great service. In fact, exceptional service can be the remedy they are looking for: a way to escape stress and feel better during their stay. Guests choose hospitality experiences with the expectation of leaving in a bet...

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Stop Saying “Shortly” – How False Promises Frustrate Guests

Communication and Messaging, ,

“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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Why Appreciation Drives Better Service – The Power of a Simple Thank Youservice

Insights, ,

“The deepest principle in human nature is the craving to be appreciated.” This idea reflects a fundamental truth in hospitality. Appreciation influences both the employee experience and the guest experience. Taking time to recognize effort, especially during busy seasons, can have a direct impact on service quality. Why appreciation matters in service delivery Hospitality depends on people. As guest expectations rise, employees are asked to deliver more personalized and consistent experiences. E...

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When the Sun Sets, Service Shouldn’t – The Night Shift Challenge

Insights,

It’s late. It’s dark. It’s time for bed. Guests arriving at night are often tired, frustrated, and far from home. Travel delays, long drives, and disrupted plans all add up. Welcome to the night shift. A different kind of guest Late-night guests are not the same as daytime arrivals. They need reassurance, efficiency, and empathy often more than anything else. Yet the question remains: are night teams prepared for that reality, or simply filling a shift? Are these employees trained with the same ...

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Holiday Service Under Pressure – When It Works and When It Fails

Insights,

The rush is on. Parking lots are full. Lines are long. Phones are busy. Anxiety is high. It’s the holiday season, and with it comes the annual test of service under pressure. The reality of waiting Consumers spend a surprising amount of time in line. Over a lifetime, it adds up to nearly a full year spent waiting. During the holidays, that time feels even longer as stress and expectations increase. How employees respond in those moments can define the entire experience. The missed opportunity at...

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