In a recent conversation with a lady who does training for various groups, we discussed the topic of service. How does one define it? Websters.com defines it as a noun: an act of helpful activity; as an adjective: of service, useful; and as a verb: to supply with aid, information, or incidental services.
I think how others define it depends on the needs of those whom they serve. The other day as I talked to the owner of several day spa locations, he asked a similar question. I told him, “You have to define service through the eyes of your clients, based on their needs.” If you don’t know what your client’s highest need is, how can you service their need? You can’t develop expectations for your team or properly equip them until you answer this question, What is the highest level of service we can provide to our clients through their entire experience? Many companies miss this opportunity because they don’t stress the details of service.
Your website might be beautiful but if it’s not easy to navigate, then it’s not providing great service to your customer/potential customer. You might have a great “uptown” location for your business but if parking is a challenge, then it’s not really all that great for your customers. Maybe you think that having an automated phone system is more efficient (saves you time and money) but if your customer wants to talk to someone right now about a problem or they have an urgent question, the system does not help them. In some cases, automation saves and may be an easy way to get information quickly; however, it may not be the best practice in every situation.
Providing someone with information may be the highest level of service you can give them, if that’s what they need. Allowing someone in a wheelchair to safely and easily navigate your store, restaurant, or business establishment could, quite possibly, be the most important thing to them. Are we able to put ourselves on the other side of the transaction and ask, “What would I want, need, or expect if I were the client?” Clean restrooms are a huge deal to moms with small children. Well lit, cleanly merchandised stores allow shoppers to enjoy a better shopping experience. Helpful front desk and bell staff works out to be an informational gem for hotel guests. It may seem intuitive to owners and managers that a smile, an enthusiastic spirit, and a genuine desire to WOW the customer are just inherent in all who “serve” clients and customers; however, I fear that may not be the case. That is generally the case in a culture that has been built around those very basic expectations but if the culture has not been established, now is the time to start. What’s your service DNA?
By Gina Herald
Some of you will say, “You are correct, it was a waste of my time.” However, others are mad as a hornet. What’s he talking about? Before you get upset, read the rest of the article. Over the past few years, I have talked with people who feel like they didn’t...read more
One thing that many people struggle with is finding their own unique happiness. We’ve all seen a version of the following scenario: a happy birthday party at home for a friend or family member’s child and amidst all the cake, presents, and fun toys in what would seem...read more
Our time is precious. Once it is gone, it is something we can never get back. At times, it may even feel like we just don’t have enough time, or a project deadline sneaks up on us and we can feel overwhelmed. It can stress us out, which leads to another array...read more
Top 10 blogs of all time! I encourage you to take some time over the next few days to read these amazing blogs. Have your resolutions been a challenge? Are you having your best year ever? Maybe, just maybe, you need a little inspiration! Over the last few years, we...read more
Happy New Year! It’s been awhile since we have published a blog. Have you missed us? While we have been away, we have built an amazing team of bloggers who are totally committed to taking you and your business to the next level. Stay tuned for lots of great content...read more
Spring has Sprung! The birds are chirping, the flowers are blooming, there's a different scent in the air. Nature is calling. Even the time change beckons to us, "SPRING FORWARD!" Spring is a time of birth, growth, renewal, and regeneration. It's a full-sensory...read more
Recently while working out in my home gym I was uncomfortably reminded of some of the exercises I am physically unable to perform, and quite frankly may never be able to do again. It bothered me. This is a tendency many of us have. We compare ourselves to our past...read more
One of the biggest excuses I hear from people when dismissing personal and professional growth opportunities is: "I just can't put anything else on my plate!" Have you ever said this? In Scattered, Smothered, and Covered I outlined three strategies to reclaim your...read more
You're plugging away, you've been disciplined for a period of time, you're starting to see results. And then you slack off for no apparent reason. Boredom, the sneaky thief of momentum strikes again. Boredom is a state of passivity. It can be the ultimate excuse for...read more
When I began speaking in seminars and conferences over 20 years ago there was an unspoken formula that many professional speakers ascribed to. They would open their talk with a story about something funny or interesting that happened to them on the way to their...read more