Hotel Concierge takes on Guest’s above & beyond challenges – We all know that one of the best jobs you can have, if you enjoy make Customers happy, is as a hotel concierge. However, a guest staying at the Hotel Indigo in San Antonio tested to see how far the concierge would go to accommodate her wishes. And the concierge delivered every time. It wasn’t just once, check out how the concierge handled the guest’s repeated requests. World-Class Concierge.
Your employees are too scared to go above & beyond? Given a similar situation in your business, would your employees go above & beyond? So often leadership is disappointed with front-line employees’ lack of above & beyond efforts and actions. Employers don’t understand why employees do not capitalize on “low hanging fruit,” when great opportunities present themselves to “wow” the Customer. The key reason? Your employees are scared! This is the number one reason, and I have yet to meet an executive/leader who was not in denial about his/her team’s lack of confidence in going above & beyond for Customers without fear of getting in trouble. I don’t care how many stories you tell, how many times you stand up and preach that there are no limitations on what your employees can do. I guarantee a higher percentage of your employees are hesitant, reluctant, even scared they could get in trouble – maybe for going against a policy. Read the full article I wrote on Are your employees fearless?
*Related – Watch the latest episode of CX Talk
Director of Customer Happiness – If you were looking to get a hold of someone at a company and came across Jacob Shriar, saw his title is Director of Customer Happiness at Officevibe, and then read his bio that said things like, “He is on a mission to a make the world of work better,” would you contact him? Hell yes! I love titles that force you to live up to them.
*Related – Director of First Impressions
Announcing the 2015 Secret Service Summit Speaker lineup
America’s #1 Customer experience conference – The Secret Service Summit, is the only event that brings together world-renowned speakers, as well as brand executives, from across industries, to give you two days of Customer experience education, training and motivation. This year’s Summit will do the impossible; it will be our best Secret Service Summit ever. The Summit sells-out every year. The Secret Service Summit will enable your management team to return with a solid plan to become the brand your Customers cannot live without, and make price irrelevant.
Tickets for the 2015 Secret Service Summit – Cleveland – September 29th & 30th are now on sale! You can register here or contact firstname.lastname@example.org or call 440-443-0022 with any questions. Have you thought about becoming a sponsor of this year’s Secret Service Summit?