We have all been on an aircraft where the flight attendant thanks you from rote memory and function, little or no genuine intention or gratitude included.
As for many retail stores – there is rarely even an attempt at false gratitude.
Now this would be a great story to share with your team – wouldn’t it be remarkable for us to realize the source of our paychecks be demonstrative in gratitude that this generosity deserves?
There have been a number of articles lately that have spoken of brands making a real effort to ‘Get Down to The Basics’ of service. The article below highlights a simple, humanistic and resonating way to connect, in one person’s perspective. There are many other ways that may be more comfortable to your team that will lead to comparable impact.
· Eye contact (10 yard rule) with a smile and a ‘thank you’.
· Offers to assist in simple tasks – baggage, phone numbers, restaurant reservations, etc, etc
· Use of courtesy words – these automatically force a certain level of personal connection and humility. ‘May I please …, Would you like me to …, It would be a pleasure …., I would appreciate that …,’ etc.
· Ask your teams what would be a genuine statement of gratitude for them – many Y Gens will have a different perspective of what that means than the Baby Boomers.
Nagib Lakhani, RevMax Hospitality Consulting Services
O: (425)677-7866 C: (425)445-7750 F: (866)508-7866
nagib@RevenueMaxConsulting.com
4313 245th Avenue SE
Issaquah, WA 98029
