Try not to become a man of success but rather to become a man of value.”
We have to remember what we do has to bring value to our guests. Every little bit of information we give to our guest is helpful and valuable to that guest. If we can not satisfy that guest we have to find a solution to resolve the issue. By doing so, it will not only provide excellent service, but a high value for the guest.
This particular part from the cult classic show, Arrested Development, is comical because it shows how miscommunication can lead to dire consequences. In the series with this running in-joke Michael Bluth, played by Jason Bateman, ends up burning the banana stand filled with money. He always assumed that his father was saying that the banana stand was profitable and that it did not physically have money inside of it.
This video shows George Bluth Sr., played by Jeffrey Tambor, getting angry with his son because he did not clearly listen to him.
Tip of the week is to always be polite. Always welcome the guest and treat them respectfully. You want to treat them like you would want to be treated. A little kindness goes a long way. It leaves a lasting impression that makes guests come back to your location. Even if it is a heated situation still treat the guest with respect. You never want to raise your voice. If you stay calm and listen the guest will subsequently settle down, because you are getting a clear picture of what the guest is upset about. You will then be able to solve the guest’s issue.
Give us examples on how politeness has helped you solve a guest’s dilemna.
Guest Services Manager Ashley Copeland at location 296, Promenade Temecula, received high praises for her customer service performance. Recognition was not only given to Copeland, but also her entire staff. Because Temecula continues its high standards and consistently exceed what is expected of them enthused guests gave them a gift for their exceptional work.
All the people working the Guest Services’ desk have always been so nice and helpful. But on January 27, 2014 Ashley went out of her way to help us with a mall gift card we had purchased at the Guest Services’ booth. With Ashley’s help, she turned a negative experience into a very very positive one! We love doing business at this Guest Services’ booth.”
Bill & Ann Coleman
Keep up the great work in Temecula.
Always do more than is required of you.”
General George S. Patton
This quote is the epitome of what TCSE stands for. We are always looking to improve our guest experience by providing more than they expect. Remember as we start off the week to continue to do so, and continue to impress and surprise our guests at our locations.
In order to provide the best service you must always be attentive and a good listener to your guest. If you are unsure on what the guest is asking, politely ask him or her to repeat the question to get a better understanding of what the guest is looking for. You never want to assume or guess what they are looking for, because that is how you into trouble. By asking questions, not only are you helping yourself but also the guest. You will be able to provide a clear response to the guest’s question leaving them satisfied.
The more you engage with the customers the clearer things become and the easier it is to determine what you should be doing.”
President of Harley Davidson
As you start off the week remember to always take into consideration what guests have to say. We can only learn from them to improve our service. Consequently by improving our service we increase guest satisfaction.