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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Coming up in December 2018...

Hotel Law: New Administration - New Policies

In a business as large as a hotel and in a field as broad as the law, there are innumerable legal issues which affect every area of a hotel's operation. For a hotel, the primary legal focus includes their restaurant, bar, meeting, convention and spa areas of their business, as well as employee relations. Hotels are also expected to protect their guests from criminal harm and to ensure the confidentiality of their personal identity information. These are a few of the daily legal matters hotels are concerned with, but on a national scale, there are also a number of pressing issues that the industry at large must address. For example, with a new presidential administration, there could be new policies on minimum wage and overtime rules, and a revised standard for determining joint employer status. There could also be legal issues surrounding new immigration policies like the H-2B guest-worker program (used by some hotels and resorts for seasonal staffing), as well as the uncertain legal status of some employees who fall under the DACA program. There are also major legal implications surrounding the online gaming industry. With the growing popularity of internet gambling and daily fantasy sports betting, more traditional resort casinos are also seeking the legal right to offer online gambling. Finally, the legal status of home-sharing companies like Airbnb continues to make news. Local jurisdictions are still trying to determine how to regulate the short-term apartment rental market, and the outcome will have consequences for the hotel industry. The December issue of Hotel Business Review will examine these and other critical issues pertaining to hotel law and how some companies are adapting to them.