5 Factors to Achieve Staff Commitment to Delivering Outstanding Customer Service

By Caroline Cooper President, Zeal Coaching | March 15, 2015

Keeping your team inspired, engaged and committed to achieving outstanding customer service can be challenging. But a demotivated or uncommitted team can lead to poor performance, poor customer service, poor attendance and ultimately to losing not only your best people, but also losing your valued guests.
Conversely a happy, motivated and productive team will certainly have a knock effect on customer service and the entire customer experience, helping you generate more sales, repeat business and recommendations.
And when it comes to the overall customer experience your team can be your point of differentiation. A happy, involved and confident team can work wonders on your guests and their perception of the service they receive.

Here are five factors successful businesses get right to get the most from their employees in delivering outstanding customer service, and what you can do to emulate them.

1. Set Expectations

Set your expectations at the outset. Define the experience you want your guests to have. And ensure everyone understands this. Not just a list of words, but what contributes to this in behavioural terms. If everyone understands what you're aiming for it makes it so much easier to make decisions based on this outcome. It becomes a part of your culture and way of doing things.

Have this in mind when you recruit, so you know what you're looking for.

What's so often happens is we recruit on aptitude, but then fire on attitude. There are of course times when previous experience or industry knowledge is imperative, but balance this with the personal attributes and attitudes needed to deliver your definition of outstanding customer service. We're in a people business, so let's start with people who like people!

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Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.