Do Your Internal Processes Line up with Your External Promises?
By Tema Frank CEO, Frank Reactions | August 17, 2014
How many hotels do you know of that promise a great guest experience? It's hard to think of any that don't. But how many of them really deliver it?
These days, when the promise and the experience don't match up, guests will not only tell their friends, they'll slash your bookings by trumpeting the bad experience on sites like TripAdvisor, Booking.com. Twitter and Facebook.
There's no question that most hotel managers want to deliver a great guest experience, but wanting and doing it are two very different things. To provide outstanding guest experiences you need a combination of core values, great staff and effective processes to back them up.
One of my first jobs was to open 50 new bank branches for a Quebec-based French language bank, in Ontario, a very Anglo part of Canada. Our strategy was to focus on delivering outstanding customer service. Instead of hiring branch staff for their banking experience we recruited them from places like restaurants and retail stores; anywhere we could find people who were friendly and got the concept of great customer service
Our slogan was "Always Ahead in Personal Service." We even guaranteed that if customers weren't happy with our service in the first 90 days we would refund double their service charges for that period. Pretty revolutionary stuff for a bank, at least in those days.
People flooded in to open accounts.