Before we went away for the summer, my wife and I visited a new restaurant in Las Vegas: the service us was so personable and professional that we vowed to return. Yesterday, after being away for 4 months, we went back and had an encore experience. The same server waited on us and again told us that, figuratively, she owned the place: meaning, she was 100% responsible for our satisfaction. She didn’t need anyone to tell her what to do: she was providing the kind of service that she’d want if she were in our seats; she owns it and it lives within her. If you want service like that, define your service expectations, create a culture that values employee ownership of service excellence, and celebrate and reward employees who practice it. Great experiences like this result in word of mouth endorsements which, in today’s hyper-competitive business world, can make or break your business. Do what it takes to make your employees feel like owners today.
Prince Rogers Nelson (1958 – 2016): American singer, songwriter, musician, record producer, dancer, actor, and filmmaker.
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