Is the question Seth Godin asks on his blog – it reminds me of a quote i once read from the HR people at South West Airlines: ” It is not technical skills we are looking for it is nice people. We can train people to do anything technical, but we can’t make them nice” .
When I conduct training’s for front line staff I ask them what in your opinion is a wow experience and when did you last have one. Invariable the same happens no matter what group I do this with: a) out of 25 – 30 people only 3-5 have had a wow service experience.
b) when I then ask them to describe in detail what is was, 9 times out of 10 the best experience always have to do with some one who was exceptionally nice – never ever do people mention the chandeliers in the reception area, the 6-foot flat screens in their room or any of the other features that are listed in a hotel brochure – always we come back to nice – my conclusion on this is: wow – what an opportunity, obviously very few people do it and it costs virtually nothing to implement – A huge opportunity indeed as Seth Godin says. I could not agree more.
Read the post here