Here are five simple keys I follow and expect people in my organization(s) to follow, and hope they’ll unlock the door to your greater success:
- Use the right term. First, I don’t call people clients, or even customers. At my company we refer to them as “guests,” for they are our guests, and we are their host. We are always happy to see them and strive to make their time with each of us a great experience.
Related: Customer Retention Begins on the Front Lines - Anticipate needs. A great waiter knows when to refill your glass or bring the check, just as a great company anticipates what their guests need — often before they know it themselves.
- Give respect. It costs nothing to be courteous, but you can pay dearly if you aren’t.
- Treat everyone like a VIP. “There’s only one boss, the customer,” Sam Walton once said. “He can fire everybody from the chairman on down simply by spending his money elsewhere.”
- Show immediate action and solutions, not blame. Sometimes things get messed up, but apologies, which matter, mean nothing if they aren’t followed by action. Well done is better than well said.
- In short, a great guest experience isn’t a department. At my company it’s everybody’s job and, as Henry Ford said: “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”
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