"We never say..."

Hello  


 

I'd like to tell you about an experience I had at a hotel some years ago.

I was speaking at a conference and had arrived early, before anyone
else and was sat in the reception area of the hotel when I noticed a
sign on the reception desk. It was a metal A4 piece screwed to a
polished wooden base.

I was so impressed with it I asked the receptionist if I could have
a copy.

This is what it said:

The headline said in inverted commas "We never say no". 

Underneath were six points as follows:

1. It's an attitude, not a slogan

At {hotel} we never say no to you, so you never say no to us.

2. Real service, not lip service

We say what we mean and do what we say. 

3. We go out of our way, so you don't 

We think on our feet to find solutions to your needs - fast! 

4. We never forget you have a choice

First and last impressions count; we work to get things right first time. 

5. We are professional and dedicated to our task 

We only employ like-minded personnel who believe in service. 

6. One for all and all for one - for you

The entire hotel to it is dedicated to making you want to come back to us.

Now, that is a pretty good list of ideal – isn’t it?

Let's go through them and see how you and I can use these thoughts
in our respective businesses.

To start with…

"We never say no". 

I might prefer this phrased in the positive and perhaps might
have been better stated as "We always say yes". 

I decided to test if the hotel lived up to this promise. 

To start with I asked the receptionist for a copy of the plaque and
... she said yes. 

Next although I am a heavy water drinker I asked the receptionist,
as there was no one else about, if I could have a cup of coffee. 

Again she said "yes" and within but a few minutes the coffee duly
arrived.  It seems the hotel and its staff do live up to the promise.

Could you use…

The idea in your business of "We never say no" or "We always say yes"?

The first point about attitude is certainly important. 

I believe we should always hire people who have the right attitude. 

The next point about real service rather than lip service is equally so. 

In so many places these days despite mission statements and posters
of good intent many of the staff simply do not have the right attitude
and only pay lip service to the good words stated.

I particularly like the one about "We never forget you have a choice",
 

Again so many people seem to forget this basic idea that the customer
has three choices:

One, they can buy from us, 2 they can buy from someone else or 3
they can decide not to buy at all.

Creative solutions; thinking of our feet! Isn't that what great customer
services is all about? 

Michael Basch says it brilliantly when he states: "Systemise the
process and personalise the exception". 

Surely, personalising the exception is finding creative solutions to
customer service needs, which fall outside the norm.

"We are professional and dedicated to our task"

Great to hear it and as you and I know the oft used expression:

"Amateurs practice until they get it right - whereas professionals
practice until they cannot get it wrong". 

So it's great to hear people consider themselves professional.

And the final point about teamwork: Great customer service certainly
needs everyone singing from the same hymn sheet; having the same
attitude; doing the same things.

So in how many different…

Ways could you use these ideas in your business?

The sign had the headline "We never say no" perhaps a better thought
process when dealing with the customers is:

"The answer is yes - what's your question".

Can you use this?

Go on then!

P.S. comments, thoughts, ideas, puzzles or laughter to: peter@tgimondays.com

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