Are Your Employees Memorable for the Right Reasons?
By Roberta Chinsky Matuson President, Matuson Consulting | June 02, 2013
I recently stayed at a hotel where my room happened to be right next to the ice machine. I imagine there were lots of other rooms available upon my check-in since I was staying in a downtown location on a weekend. Yet the front desk person chose that particular room for me. Here's what I remember about this hotel. I remember people speaking loudly outside my room as they walked to and from the ice machine. I remember the sounds of the ice hitting the bucket as I tossed and turned. I remember thinking I will never stay here again. I also remember that no one bothered to ask me how my stay was upon my checkout. Perhaps they knew the answer, and didn't really want to hear it from me.
All you are to a departing guest is a memory. What type of memories are your staff creating for your guests?
First impressions count
I recently called the toll-free reservation line for a major hotel chain in order to make a reservation. At the end of our conversation, the customer service representative asked for my e-mail address so she could send the confirmation to me. I'm used to being asked how to spell my last name, as it's a difficult name to pronounce, never mind an easy one to spell. However, you can imagine my surprise when the receptionist said, "Can you please spell consulting? I'm not really good at spelling."
"Seriously?" I thought as I rolled my eyeballs. Had my client not asked me to stay at this hotel, I would have hung up and dialed the hotel next door. Surely there are other ways for your staff to ensure that they have the correct spelling of someone's e-mail address that doesn't involve admitting they lack basic skills. What does this say about the rest of the people who work for your organization? Do they lack the skills required to do their jobs as well?
How your front line impacts your bottom line