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
How much for extra nice?
Nothing – is that where we is? A smile is extra? Look at this from a staff point of view. Do you really go an extra mile because you know a certain customer is paying more? Or is your attitude towards your customers colored by your mood – or the your job satisfaction?
Try to look at the story from this side. A tired guest is checking in at your hotel late at night – dying for something to eat – but the kitchen is closed and the night portier is not willing to find some kind of solution to your needs.
Well, you hired the wrong person to the job – or did you make up rules, that prevents the person to do his or her job in orderly manner?
Do you set up opportunities to serve late guests or do the chef dictate your service quality after dark?
Do your staff feel free to find solutions or are more afraid of consequences of their actions than the urged to do their job right.
Nice is not a question of picking the right staff – it is a question of making it possible to be nice
Everbody is nice – just ask your wife, girlfriend, friends or colleges.
The lacy and arrogant waitress is perhaps volunteering in the local sports club or the bookkeeper who is always arguing is perhaps the person who makes the family work.
I don’t want to pay for nice, and I don’t see this as an opportunity for extra earning in the hospitality industry -if people arr not nice find an alternative because this is not a compagny well mangerd, and you are not getting your money worth
I understand that the point is “why not you do the effort when your are working anyway” – it improves the product and your job satisfaction at the same time – my point ( to the mangers ) – are you giving your staff the opportunity?
How much for extra nice?
Nothing – is that where we is? A smile is extra? Look at this from a staff point of view. Do you really go an extra mile because you know a certain customer is paying more? Or is your attitude towards your customers colored by your mood – or the your job satisfaction?
Try to look at the story from this side. A tired guest is checking in at your hotel late at night – dying for something to eat – but the kitchen is closed and the night portier is not willing to find some kind of solution to your needs.
Well, you hired the wrong person to the job – or did you make up rules, that prevents the person to do his or her job in orderly manner?
Do you set up opportunities to serve late guests or do the chef dictate your service quality after dark?
Do your staff feel free to find solutions or are more afraid of consequences of their actions than the urged to do their job right.
Nice is not a question of picking the right staff – it is a question of making it possible to be nice
Everbody is nice – just ask your wife, girlfriend, friends or colleges.
The lacy and arrogant waitress is perhaps volunteering in the local sports club or the bookkeeper who is always arguing is perhaps the person who makes the family work.
I don’t want to pay for nice, and I don’t see this as an opportunity for extra earning in the hospitality industry -if people arr not nice find an alternative because this is not a compagny well mangerd, and you are not getting your money worth
I understand that the point is “why not you do the effort when your are working anyway” – it improves the product and your job satisfaction at the same time – my point ( to the mangers ) – are you giving your staff the opportunity?