My local big-chain grocery store keeps cutting corners like a get-away driver in a bank robbery movie: service levels there have gone down significantly and they don’t seem to care. They’ll continue doing that because customers are generally resigned to settling for less. But then I stay at a place like the Samoset Resort in Maine and get reminded what service excellence is like: people who genuinely care, enjoy what they do, are optimistic and friendly, smile a lot, have a good time, and always aim to please. The places I worked – in Atlantic City, Las Vegas, Macau and Newport Beach – had motivated professionals like that who constantly aimed high and achieved. When you see and experience great service like that let someone know, and don’t settle for less without speaking up too (think Yelp or telling others directly). If you’re managing people, remind them how much good service matters and catch them doing it well; if you’re the one providing the service, do it with dedication and pride every customer, every time. Aim high and succeed today.
Sir Kenneth Robinson (b. 1950): British author, speaker and international advisor on education
No comments:
Post a Comment