Whether you’re an executive or a frontline employee, you need a “service philosophy” that guides your interactions with guests.
Last week I wrote about Ashley at our front desk. I noticed that she ends her interactions with guests by saying, “Come back and see me if you need anything else!” I told her that I liked that, instead of something generic. (ie, “have a good day” or worse, “enjoy your day”.)
I sent her an email one afternoon and asked why she used that particular expression. Her response:
“As corny as it sounds, I really want to help these people out. I think it shows them that you’re open to giving them more information and willing to take your time with them. I don’t want to treat people like they are a burden holding me up from dealing with more people. I know that long lines are difficult to deal with, but I want to treat each customer like they are the only thing that matters in the world.” (emphasis mine)
Did you catch her service philosophy? (Hint: I bolded it)
Like Ashley, we all have a “service philosophy”. I define a service philosophy as your “values and priorities of what is important when interacting with guests”. Most of our companies have a service philosophy. Some of us have a service philosophy, and many of us have one that we preach and a different one that we actually use. (Or, a philosophy we follow when our leaders are around and another we follow when they’re not.)
A great way to get to know your frontline team is to find out what their personal service philosophy is. I’ve found that the employees who provide the best service are those who are most clear about their personal service philosophy. This is no accident—it has everything to do with training, experience, and a professional commitment to their jobs.
Now ask yourself–and tell us here–“what’s your service philosophy?”