“In a global where things increasingly become commodities (particularly offerings), the actual differentiator will become the non-public revel in you are capable of creating inside the lives of your clients.” – John Bessant.
Today, we cope with you; every one among you who may gain an extremely good deal from the expertise and successes of people who walked down the hospitality course before you. You most honestly heard of that “extra mile” all of us rave about. Well, in the international of customer carrier and consumer care, there is no manner round that precept– none that we recognize of, at least. You ought to stroll the extra mile. In an industry wherein fierce competition is the norm and patron comfort, satisfaction, and contentment are key, it’s miles vital to spend money on client offerings at the best of levels, presuming that fulfillment is your final goal.
Delivering tremendous and –mind that– steady provider, each hour of every day, is the means now not only to face out, however additionally to reap sustainable fulfillment. It is round this coverage that the 5-start hotel and spa, Sofitel The Palm Dubai, has built its years of accomplishment and brilliance within the discipline of hospitality and entertainment, and in an industry in which achievement is achievable, however, sustainability frequently appears some distance-fetched.
Approaching the challenge of “perfection” in terms of customer service may additionally seem rather dread-worth; a way-too-complex route to comply with. However, with a clear and unique goal, an “eyes at the prize” attitude, and unyielding dedication and ardor, every enterprise will begin to seem simple, if no longer exciting. Nonetheless, there are a fixed of binding tips you should observe to a tee and never deviate from, no matter the circumstances, in a bid to construct a resilient emblem, and knit a customer service machine that could effortlessly turn out to be an investable competitive benefit.
1. STRIVE FOR LOYALTY Learn to be flexible and adaptable to the consumer’s every want, regardless of how irrelevant those may additionally seem. Give your guest all of the proper reasons why he/she should come lower back. By doing so, you’ll be creating accept as true with among the purchaser and your product, and building a network of unswerving purchasers, vital amid the triumphing fierce competitiveness, the several well-mounted manufacturers, the varied concepts overflowing the market, and the visitors’ greater-than-excessive expectations. Customers who are satisfied with the hotel’s basic revel in will virtually be journeying again, no matter the fee, package deal, or deal they may be getting, as comfort and believe are everything, and the fee is not anything but a thing inside the selection technique.
2. CONSISTENCY, CONSISTENCY, AND MORE CONSISTENCY As said in advance, consistency within the motel and provider industry is as critical because the air we breathe. Without it, the commercial enterprise and the emblem you’re building will finally lose its pillars and disintegrate. Consistency covers every single component of the enterprise; it’s miles the maximum assured form of keeping high standards and fine in all matters, all of the time. Providing fantastic service all year long can suddenly prove insignificant if wrecked via a single misstep or a minor blunder. The patron can also certainly swear off the emblem because of that one mistake– and that could be a massive no-no!
Three. SET CLEAR EXPECTATIONS (AND GO ALL-OUT TO EXCEED THEM) Having identified the importance of loyalty and agree with among the consumer and the enterprise, it goes without announcing that the service supplied to the client –in our case, the inn guests– ought to be equal (if now not higher) in best, superiority, and standards to the expectancies set by way of the motel at the provided and promoted products. The slightest disparities among “what’s expected” and “what’s clearly presented” could have an adverse effect on the purchasers agree with in the offerings provided by using the motel chain as a whole.
Four. BUILD A TEAM ENVIRONMENT Sofitel The Palm Dubai owes its achievement to its staff, from the lowest to the top of the career ladder; males and females from all internationally, working hand-in-hand to uphold the logo’s popularity and name, and offer the guests with an unequaled luxurious revel in. We agree with in teamwork, and so must you. Our mantra is: all group individuals have to be running as a collective unit to gain the brand’s goals and triumph over every day demanding situations and odds.