Monthly Archives: October 2015

INTANGIBLES BEYOND THE OBVIOUS

Often times the spectrum of customer service ends up in a frustaneous circle.  The hospitality industry is ever-changing and a close eye must be kept on keeping up with those responsible for solid five star customer service.  The tools that we give our employees are only as valuable as the intended use of said tool.
Just as an empty hotel room brings zero revenue, the same can be said for the space that a dealer maintains, an area that a server maintains, the desk of a marketing executive, or even the routine of a valet attendant. If there are  poor or non-existent customer service skills, then the business will likely lose a potential or existing loyal guest. Just as a bat is worth only a few dollars to a novice baseball player, it is worth millions to a professional player.  The same can be said for hospitality employees in that their customer service skills are worth millions to the business, but the employee is worth little with improper customer service skills.
When we train our employees in customer service, we must do a better job in making sure they understand that we are giving them valuable tools.  That these tools are valuable to them for their further success and to the company’s success as well.
If you have any questions, please email me at charles.a.wellington@gmail.com
https://charleswellington.wordpress.com

Advertisements