It is important to find the WOW factor in the hospitality industry by offering service far beyond expectations.
RECIPE FOR SUCCESS INGREDIENT CARD
Ingredient 2: Earn More Dollars With Customer Service
Question:
How do you get the WOW factor in the hospitality industry?
Answer:
Have you ever been given an occasion to say: ‘WOW’ about a business and its service?
We might say WOW about this incident where someone was under-promised and over-delivered. We might say WOW when someone promised good service but delivered exceptional service.
Merely satisfying customer is no longer a sufficient guarantee of success. Your aim must be to exceed your customer’s expectations and have them say: ‘WOW’.
It’s usually something simple, something that makes a customer feel rather special, but once it happens, your customers become valuable advocates for your business. They tell their family and friends (creating more customers for you) and they return more often. The only remaining challenge is to maintain your ‘WOW’ factor.
WOW, factor examples:
1.
The customer orders a coffee and he/she is served with a small cookie.
2.
Remember years ago when you were lucky enough to get a bunch of flowers, if you received a sachet of powder that you dissolved in the water, your flowers would last much longer. For a short time, this was a WOW factor. Now that all florists include this sachet as a matter of course, it’s been reduced to an expected and no longer delights and surprises us.
We do not get a second chance to create a first impression! A happy customer will return often and is likely to spend more!
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