Those involved in the hotel industry understand the importance of customer service. In almost all grading systems, excellent customer service dictates where a hotel stands among its competitors. This does raise the question: “What exactly is customer service? What defines good customer service to an average one?”
Many studies have been made on this topic, and while there is a variety of answers, the top consideration is the personal touch. In the service industry, this may also be known as “taking the extra
mile”. A further description is necessary. It is a misconception that taking the extra mile means grand gestures. To be sure, these big displays are appreciated by customers, but research shows that customers remember the little things. Usually, it is not what the person does to another (though the importance of this cannot be discounted) but how that person feels because of what that other did. It is the courtesy that comes with mutual respect, the acknowledgement that that person is special. Many clients report discourteous behavior, not because of the actual action but because that client felt disrespected. This is why many hoteliers train their employees, from upper management to essential workers, the value of being polite and having manners. Even a simple smile can make a person feel better. This is the personal touch. This is what great hotels achieve and why it beyond typical customer service.
John Jefferis is a seasoned hotelier with decades of experience under his belt. His passion is in making each hotel he manages well-known for its excellent customer service and superior amenities and services. Learn more by liking this Facebook page.