smcoates.com
Trickle-Down Service Satisfaction - Scott's Perspective
Share this: Customer service is the backbone of the hospitality business. Consistently great service can bring with it not just customers, but fans who tell their friends and return time and time again. On the other hand, bad customer service is like a virus that can spread at lightening speed and often takes only one case (outbreak) to render a happy customer a former one. Keeping employees engaged, enthusiastic, and inspired is paramount to dazzling guests, ensuring they return and spread the word about your business. While there’s much to cultivating employee happiness, one factor that’s typically encountered on a daily basis is the trickle-down effect of engaging with managers. If this all important team member isn’t imparting positive vibes and inspiring their team, the results can be immediate and disastrous. Key managers need to be approachable, highly flexible individuals, with a keen ability to solve problems, compromise and motivate. If they’re anything less, they can unleash a poisonous attitude that goes viral, growing exponentially with each person it’s passed on to. Here’s a practical example: Not long ago I was enjoying an afternoon drink in the public space of a mid-size boutique hotel in SE Asia. It was approaching shift change and I overheard the manager briefing staff that were about to take the floor. It seemed the main focus of the meeting was to let the group know of some less than impressive reviews on Trip Advisor regarding service. While addressing this issue at some point is important, …