I've worked on some great teams over the past several years, and seen great customer service in action. One of the places I learned the most about great customer service was Lost Valley Ranch, an incredible guest ranch in Colorado. Serving the guests was part of the DNA of the staff. We took great pride in our ability to create a great experience for our guests through unmatched customer service.
Here are a few of the ways we did that:
1. Treat someone like you would want to be treated- the Golden Rule. It really does work. And it makes sense. Common sense. Use it.
2. Remember someone's name. Always. Especially when you've met them before. And if you don't remember, just ask them. Knowing someone's name and using their name is a form of honor.
3. Let your actions speak way louder than your words. Don't just talk about it. Make it happen. Without flare and fanfare. Your work can be a great example of your attitude and commitment to service. Love people through serving people.
4. Anticipate. Stay a step ahead of your clients or guests. Don't wait for them to ask for something. Figure it out before they even need it. You're smart and you're people are smart, so give them the runway to meet the needs of guests.
5. Make small things big things. In terms of your commitment to excellence. Be great at the insignificant. Put effort and energy into the normal and mundane, and this will set you apart.
6. Engage in meaningful conversation. Serving creates opportunity for impact- it builds a bridge. So make sure to connect with your guests or clients through conversation when it's appropriate. Understand who they are by understanding what they read, what they watch, where they travel and what their interests are.
7. Interact with purpose. Look people in the eye when saying hi. Don't walk by a guest without engaging in eye contact, regardless of where you are. Speak with honor and dignity. Go first- go first with smiling, with interacting, with saying hello, with engaging them in a conversation.