Service management is the big differentiator and good service is all about the little things. The big things are easy to achieve because they are visible to everyone. The little things are what makes one service stand-out from the rest.
For example, there is a TGI Fridays where we always like to take the kids for a treat. The restaurant is pretty much the same as every other TGI, so why do we always go to that one?
Because of the people. They always make us welcome and they always make a fuss of the kids with balloon animals and crayons. The kids always enjoy themselves and thats why we always go there.
Your services are only as good as the people who embody your organisation. They are the ones who go above and beyond to make your customers happy. You have to empower your employees and trust them to be the best spokespeople for your company.
It requires dedication, inspiration and passion.
You cannot get that without a culture of trust, mutual respect and empowerment.
For example, there is a TGI Fridays where we always like to take the kids for a treat. The restaurant is pretty much the same as every other TGI, so why do we always go to that one?
Because of the people. They always make us welcome and they always make a fuss of the kids with balloon animals and crayons. The kids always enjoy themselves and thats why we always go there.
Your services are only as good as the people who embody your organisation. They are the ones who go above and beyond to make your customers happy. You have to empower your employees and trust them to be the best spokespeople for your company.
It requires dedication, inspiration and passion.
You cannot get that without a culture of trust, mutual respect and empowerment.