Paying Attention to the Customer's Needs

My wife of three years and I pay a lot of ATTENTION to our surroundings. My last blogs were about Customer Service. I did not give up on the topic, but I feel that the economy and the way that people are perceiving the economy are kind of disheartening.

We utilize a lot of coupons and free offers from the Casinos that we frequent and have made quite a few observations. The only people offering the great service and attention are the employees making their living from tips. This is management's fault.

I recently had minor surgery and used a coupon from a local Casino for two nights of a free room. The surgery was on my knee and I could not walk up the steps to my condo. The Valet was ever so courteous rushing to bring me a wheelchair and then the servers at our favorite video poker bar rushed to greet us as we went by. They were so happy to see us and asked when we would come down from our room to visit with them.

Then, we tried to check in. We had reservations. I obviously was not in line as I was sitting out of the way in the wheelchair. The desk clerk was rude to my wife as the first night was in my name and he needed me to check in. My wife pointed to me in the wheelchair and said that I could not walk up to the counter. He said I would have to provide the documents necessary for check-in. My wife said that would be no problem. He just displayed an attitude that was not friendly.

We did not feel that he was customer oriented toward our particular situation. All of the other employees were so gracious.

All we wanted from him was the same type of reaction from all of the other employees we had encountered was ATTENTION.

My next blog will cover more about ATTENTION, but in a totally different manner. It will cover a topic that should be on more of our minds on a daily basis.

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Management (or the lack of) affects Customer Service

I have mainly concentrated on the employees offering a great experience for the customer. Now it 's time for the focus to be directed to the BOSSES. How would your employees rate you in the category of MOTIVATION? Yes, you want your employees to treat the customers with the type of repect so that they will return. Is that how you treat your employees? Do you treat them so that they want to return the next day to give great Customer Service? That is the only way that your employees will be able to give great Customer Service.

POINT: Talk To your employees . Do not talk down to them.

POINT: When a directive comes down from the top, explain everything to your employees WHY this is happening. Tell them as much as possible. If they understand what and why, they will feel important and a strong part of the team.

POINT: In today's world, a language barrier could be a problem. If you have a supervisor who appears to have a problem with communicating with his or her charge, maybe that person needs to take a class to help them be more effective.

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Making Your Guests Feel Special and Welcome

I just came back from St. Charles, MO( just ouside of St. Louis) and my wife and I had a wonderful weekend of actual Customer Service. At the suggestion from my future daughter-in-aw, we stayed at Embassy Suites, where she happens to work. She ran the Manager Reception Party in the evening. From the minute we arrived, we felt that the Customer Service was going to be a very good experience. We were not disappointed. These are the points that we noticed and liked.


POINT: Greet the Guest before they reach the check-in and walk them to the check-in counter.

POINT: Constant eye contact (when not on the computer) and smile at all times.

POINT: If an answer to a question is not known, tell the Guest you will find the answer for them and then go find the answer.

POINT: No matter what the position the employee is in, have them make eye contact with the Guest and offer a greeting.

POINT: When the Guest calls the Front Desk or any other Department, make sure the employee answering the phone is smiling. Try it. One can tell from the voice inflection that the person answering the phone is smiling.

POINT: If a Guest walks past the Front Desk, ask them if they need anything or ask how is their stay so far.

POINT: Anticipate what your Guest might need and ask them if they know of the extra services that you provide such as, a special rate from a taxi company for a trip to the airport or a ride some where in their shuttle.

For more go to http://www.lvpublicity.com. Send your questions or comments or training requests to gary@lvpublicity.com

What Employees Say Can Hurt Your Business

My last two blogs were about Casinos. Let's try the grocery stores and a very positive note about a salon experience I had last night. The Customer Service counter in the store I was in yesterday was anything but Customer Service oriented.

POINT: Do not allow your employees tell a customer "That is not my job. It is that person over there"

POINT: Do not allow your employees to say"I'll be there soon".

POINT: Do not allow your employees to say"What do you want?" Now, the woman who cut my hair last night was so wonderful , not only in the great haircut, but in her Customer Service prsonality. Angela Parris at Ritual Salon and Spa in Las Vegas was so pleasant and friendly and sincere and and and...... It was so refreshing. Cudos to Angela and her management staff who were also very courteous.

For more go to http://www.lvpublicity.com/ and follow me on Twitter at lvpublicity

The Customer Service Dilemma

How often have you asked someone where something is or how to get to a certain area of their building? Most of us have probably done such. How many times is the answer non-committal? You might get someone to point and say "It's over there". Once again, a lot of money is spent on advertising and it is blown on an employee not going a small extra step to help out a customer. I guess I am using Casinos as an example because I am in Las Vegas.

POINT: Make a friend and go the extra step. Show them where they want to go (if possible).

POINT: Listen when they have a question or problem. You might know the answer.

POINT: If you do not have an answer, find someone who will know the answer. Do not leave the person hanging. By doing this, not only will you please your customer, you will give them the confidence they need to have for a return trip to your Casino or company.

For more go to http://www.lvpublicity.com/ and Follow me on Twitter at lvpublicity

Adding Service to Customer Service

The problem today seems to be that companies are talking the game of Customer Service, but do not seem to follow through. As an example, the past Saturday night, I had an encounter with supervisor of a Casino and was talked down to as if I were a child. When I questioned her approach, she replied, " That's the way it is". This company spends a lot of money on advertising and it will go to waste because of attitudes like that.

POINT: Think before you speak. The next words you speak may be your last at that company.
POINT: The words that your employee used may trash your advertising once the customers start talking.

POINT: Continue to train on a daily basis and remind everyone the importance of their individual service. Maybe the people doing the training should be looked at as their delivery may be a problem.

for more go to http://www.lvpublicity.com/