The How instead of the Why

I believe we all can agree that one of the keys to a successful business is having great customer service. Many articles have been written about WHY you should offer great service; increased ROI, more business, happier customers, better goodwill, etc.

Some tips on the how:

• Anticipate the needs of your guests and your employees
• In spite of the limits, have a work-around that takes care of your guest when the situation warrants special attention
• Give more to your employees and guests that keep them loyal
• Become a good listener

I'll spend a few days expanding these topics and give specifics on just how we can accomplish them. 

Stay tuned for messages to follow.

I don't know

Do you ever have to tell your customers "I don't know" when they ask you something you don't know? Hopefully you don't lie to them.

One of the lessons learned as part of my Disney Institute program on Quality Service involved how some questions get answered.

If a question was asked that could be answered, the answer began with "That's a good question." If it couldn't be answered immediately, the response began with, "That's a great question." And they would proceed to find the answer. If a question was asked that dealt with sensitive information, the response was usually "That's an excellent question" and that was it.

What do your customers expect from you? How you respond when you don't have the answer will determine whether or not they will become customers for life.

And isn't that what we want?