Today’s quote clearly articulates the special qualities of service employees – out there, on their own, face-to-face with customers. In a spot at that moment of service truth where and when it’s just them. Supervisors almost never see the service or get between the customer and employee. They must be knowledgeable, inspired, and willing to act on their experience and instincts. How often have you seen a comment card or received a post-service survey – those are common, and far too few customers take the opportunity to give their feedback. Especially when the service is good. Everyone seems anxious when the service is bad, but management appreciates it either way. What’s not as evident is the work happening out of sight of that service – where employees communicate with each other and engage in the kind of teamwork that makes for great service. And don’t overlook the importance of their eye contact, a smile, and a little personalization – too often customers fail to notice these little things nor appreciate how they impact the overall service experience. They’re made possible by those behaviors and that teamwork. Service employees, working alone and in tandem with others, are the backbone of our shopping, eating, and hospitality experiences, good and bad. Either way, give them some feedback today.
Anna Mary Soubry (born 1956): British barrister, journalist and former politician who was Member of Parliament from 2010 to 2019.
No comments:
Post a Comment