Which is more important? Getting the desired rating/review or exceeding your customers' expectations? Obviously, without a strong and loyal repeat customer base, ratings and or reviews will not mean much in the long run.
Whether your goal is a higher rating, exceeding your customers' expectations, or a combination of both, service can make a difference. While even consistently superior customer service cannot overcome all physical or product deficiencies, it can have a significant impact on how your customers remember their experience with your Company. Superior service delivered by an efficient and knowledgeable staff can be a major factor in a customer's decision to return to your Company rather than to try one of your competitors. A reputation for superior service can also become an important part of your enterprise's unique image and identity.
Whatever your goal, we suggest you determine your current level of service, decide on the improvements needed, and devise a plan to accomplish those improvements.
Service is always important, and in this period of keen competition - sevice takes on an even more vital role.
Now, may be an opportune time to determine if you have team members who might be happier at one of your competitors with lower standards. If the unemployment data we see and hear daily is accurate, this could also be the right time to consider rejuvenating, re-motivating, or replacing some staff members, who do not understand that the "Customer is King".
Providing consistently superior customer service is never cheap nor easy, but neither is trying to replace unhappy customers. Share with us your stories about Superior Service.
Many thanks,
Co-Founder
Blue Skies HMS
www.czhhospitality.com