Service

-www.resortair.com
Offering service is of prime importance in any industries. There are no exceptions in any cases.

Most the people would have thought that they could merely pass it off by doing the minimum, fulfilling the objective requirements of their jobs. However, there is really a need to go the extra mile in service.

“To deal only with the superficial trivia without seeing the deeper, tenderer issues is to trample on the sacred ground of another’s heart.”
-Stephen R. Covey

This couldn’t have been any more accurate. It captures the essence of service. Every little things you do for anther are actually appreciated by him The reason why you feel that it is nothing more than a simple gesture is because the other party is suppressing his poignant gratification.

For example, how do you feel when you discover a flower, which you have been staring at in the lobby for 3 minutes, in your own room after you checked in? How does the bellboy feel when the manager offered to carry the luggage on his hands? What if you give a hand-made birthday card to your subordinates on their birthday? What if you buy in supper for your employees even after you have already knock-off but they stayed behind to finish their remaining work? All these actions seem trivial but they all have a personal touch attached. Also, it could easily penetrate into their heart.

Once you begin to push the fly wheel with consistent, unconditional love and care, anyone will give in eventually. TI might take longer for people who might be sceptical about your efforts. However, once they truly sense your sincerity, they will break the barrier and open up more to you.

In fact, this applies to customers as we ll. Notice how people always go back to the hairdresser they favour, regardless of the price? Part of the reason is because the hairdresser can do the hair they prefer. However, aren’t there better hair-dressers out there? Why don’t they patronise them? In fact, hairdressers are one group of people in your life that can best relate to you. Notice how they greet you whenever you enter the salon? They highlight issues pertaining to your interests automatically without prompting.

-1partridgedevelopment

One of the psychological reasons is that people tend to open up and speak of their secrets and personal problems when part of their body are touched, literally. And hair is part of the body. When the hairdresser touches your hair, you automatically feel that she seems to know you very well. You no longer fend against them. All the cynicism is removed on the spot. It is this intimate touch that tells your sensory neurons that he’s safe. I can tell him things. Everyone has the propensity to let someone whom they trust touch them. If it is someone you abhor, you tend to shake his hand off your back with hesitation.

One great example of a service oriented company is Caterpillar Tractor. Caterpillar offers customers forty-eight hour guaranteed parts delivery service anywhere in the world; if it can’t fulfil that promise, the consumer gets the part free. The main principles of Caterpillar are excellence of quality, reliability of performance and loyalty in dealer relationships. A Business Week analyst concurs:” Product quality is something Cat people hold as close as a catechism.”

When enquired, most of the customers expressed that it is the service, that the delivery man provides, that impresses them. It is the service that keeps them coming back for more. Caterpillar has always placed great emphasis on training for employees of all levels, especially for the deliveryman. They believe that after all the execution, the deliveryman are the ones that have the last contact with the customers. It is truly up to them. How are they going to handle frustrated customers? What if they wanted the deliveryman to install the equipments for them? How are they going to handle the questions prompted by the customers and what if they can’t answer? Which is better? Getting the answer from the deliveryman later on or getting it from the telemarketer will make the customer more satisfied and touched? That’s the amount of effort Caterpillar put into the deliverymen

Mr Covey has brought up an example in the hotel. Despite having no room service, the man at the desk has offered to take care of his needs. When he needs markers, without questioning, the bellboy took care of it. All these were done without the supervision of a manager.

They were all determined and sincere in the provision of service. In an organisation, regardless of size, it is impossible to observe every single action of theirs. Also, one small mistake could result in serious ramifications later on. Even a bad service could deter a customer from coming back again, given the fact that there are so many other companies around. Worst still, he is a big customer with a wide network, the damage would have been unimaginable. The organisation simply cannot afford to take any chances on this. Therefore, it is important to treat employees the way you want them to treat the customers. You know it’s hard but it’s even harder for them to have to face customers who might be unreasonable and rude.