What have you done this week to encourage your associates to embrace a hospitality mindset and to help them spread it throughout your department? One of my favorite slides from a recent Jam Session presentation is the list of extraordinary service behaviors. Many of these come from the book written by Jim Sullivan called, “Mind Your Own Business”. You can find this and more in the Cool Stuff section of this blog by clicking the link to Jim Sullivan’s Sullivision website.
Extraordinary Service Behaviors
- Use the word, “Welcome” in all greetings
- Greet everyone at the door
- Apply the three “C’s” (clothes, compliments and children)
- Shoot ‘em and Hang ‘em - (post pictures of the fun stuff)
- Choose your ‘tude at the backdoor
- Learn, use and remember names
- The answer is “absolutely”, now what’s the question?
- Share legendary service stories
- Don’t keep them waiting (especially outside the door)
- Seek out strangers / recognize first timers
- Teach staff to notice the color of eyes
- Make if memorable by adding flair to the customer’s experience
- Share all feedback with staff
- Establish a “Kudo’s Corner”
- Grace under pressure is a “Game Face”
- Rounding, everyday, every meal, everywhere
- Empower the use Service Recovery to your staff
Parting Thoughts-
Small cheer and great welcome makes a merry feast.
William Shakespeare