| Years ago, when I reported for my first day of | | | | work with other superstars. |
| work as a restaurant busboy, the maitre'd said | | | | * Superstars have personal service standards |
| something to me that I have never forgotten. He | | | | that articulate their individual approach to service. |
| said, "I want you to work in this restaurant like | | | | Whether it is standing up from behind a desk to |
| you own it". I remember thinking..."what on earth | | | | shake hands, offering to escort a customer, or |
| does he mean by that?" Not long thereafter, the | | | | sending a personal follow-up note card, the |
| implication hit me, and I never looked at a job the | | | | personal service standards are a key piece to the |
| same again. Working like you own it means that | | | | service excellence puzzle. |
| you take pride in your work, and will never allow | | | | * When they receive a complaint, they take |
| yourself to give anything less than excellence | | | | ownership of the complaint, ensure it gets fixed |
| every time. As we begin this year, let us examine | | | | and follows-through until its resolved (to the |
| the specific qualities that allow such service | | | | customer's satisfaction). They don't hope that the |
| superstars to shine. | | | | customers complain to someone else, and they |
| * Service superstars take pride in their personal | | | | definitely don't blame other departments. Service |
| appearance. If you look impeccable, you feel | | | | superstars take ownership. |
| impeccable, and if you feel impeccable, you serve | | | | * Above all, "taking ownership" means you have |
| impeccably. It's as simple as that. Although many | | | | vested interest in the business. You make |
| businesses have a dress code, it is always evident | | | | suggestions, you identify common service errors, |
| which employees takes pride in how they look | | | | you take initiative, and you think of innovative |
| (regardless if the uniform is a t-shirt & jeans | | | | ways to attract & retain customers. In |
| or a suit). | | | | short, you are NOT just a warm body taking up |
| * When service superstars begin their shift, the | | | | space and collecting a paycheck. You are more |
| fundamental question they ask themselves | | | | than that. You are a service superstar. |
| is..."how and who will I wow today?" One | | | | Action Steps |
| housekeeping room attendant took it upon herself | | | | As we all know, it's one thing to plan, but it's |
| to frame the personal pictures of a guest who | | | | another to actually do. So here are 4 easy |
| was staying in the hotel for close to one month. | | | | action-steps that can help you get this year |
| A doorman decided to research and find a book | | | | started right! |
| that he overheard a guest had been looking for | | | | 1) Make a list of 3 things to do over the next |
| (for several years). A front desk agent ordered a | | | | week to "Wow" your customers. Then make |
| birthday cake for a business traveler who was | | | | another list of 3 things to "Wow" your team |
| traveling alone. | | | | mates. Start "Wowing"! |
| * They identify customer preferences, act on | | | | 2) Identify a customer preference, act on it, and |
| them, and share them with teammates. Service | | | | share it with your team. Be sure to challenge your |
| superstars know that it is not enough for only | | | | team to act on the preference as well. |
| them to know preferences, they want everyone | | | | 3) Recognize a team mate for a job well done. |
| on their team to know. Whether it's a preferred | | | | For recognition to matter, the key is to find out |
| name or a food/beverage choice, acting on | | | | how that specific person likes to be recognized. |
| preferences helps to personalize the service | | | | 4) Write 3 personal service standards and share |
| experience. | | | | with your immediate supervisor and your team. |
| * They give teammates recognition for when | | | | Use the personal commitment card for this |
| they serve with excellence. Superstars love to | | | | activity! |