ShepHyken

NOVEMBER 3, 2021

I would love to get some service-related feedback. My hotels have struggled this year with our service scores. Do you provide ongoing reinforcement or training to keep your employees guest-focused? . This hotel owner knew his ratings were slipping and wanted to do something about it. He writes: .

Hospitality 168

Hospitality Customer Experience Hotels Feedback 168

ShepHyken

JULY 15, 2020

I was staying at a hotel that had an executive lounge. When I was leaving the hotel the next day, the front desk clerk said, “We have a package for you.” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That reminded me of something similar.

Hotels 157

Hotels Customer Service Training Customers Training 157

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: Do your customers open your emails to them? Experience Hotel analyzed more than 9 million emails they sent to their guests.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

ShepHyken

JANUARY 13, 2021

A guest at the hotel had accidentally left his laptop in the room when he checked out. He flew to Hawaii and called the hotel, panicking because he had lost his computer that he needed for his meeting. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 153

Hotels Customer Service Training Training Course 153

ShepHyken

APRIL 16, 2024

He should sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a great street sweeper who did his job well.’” As I reflected on Laura and her amazing attitude, I considered some of the other employees I’ve seen doing similar jobs in airports, hotels, and other types of businesses.

Hotels 155

Hotels Customer Service Training Customer Service Customer Experience 155

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn. The value of an exceptional customer experience cannot be understated, regardless of the product’s price tag. The answer is simple.

Customer Experience 144

Customer Experience Transportation Hotels Airlines 144

Vonage

DECEMBER 13, 2018

Double down on customer service training. Training is essential in the foundations of superior customer service and in specific standards and protocols. The most famous models here are probably the Ritz-Carlton Hotel Company, Nordstrom, and Zappos. It will pay off.

Survey 215

Survey Customer Service Guidelines eBook 215

ShepHyken

JANUARY 25, 2021

(Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries. Follow on Twitter: @Hyken.

Customer Service 161

Customer Service Guest Experience Loyalty Programs Hospitality 161

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? I get that you may be a guest of a hotel or a restaurant. Most people would call them customers. The post Does It Matter How You Refer to Your Customers? Follow on Twitter: @Hyken.

Hotels 160

Hotels Connections Customer Service Training Retail 160

ShepHyken

SEPTEMBER 15, 2021

If the equipment we sold our customers ever broke down, we would come to them to pick it up and leave a replacement until theirs was fixed. . I would only hire the best people and train them to take care of our customers. . We would make them feel like they were a guest at a fine hotel or restaurant.

Hotels 170

Hotels Customer Service Training Retail Customers 170

ShepHyken

JULY 11, 2023

I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. In this example, the hotel could offer free earplugs.

Hotels 118

Hotels Customer Service Training Course Communication 118

ShepHyken

JULY 8, 2020

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from.

Hotels 124

Hotels Customer Service Training Customer Experience Training 124

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. It’s usually a box of chocolates, a bottle of wine or something the hotel can provide.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. I recently went to breakfast at a hotel. Customers will overlook certain issues when there’s transparency, a flow of information, and the effort to create an excellent customer service experience. .

Poor Customer Service 152

Poor Customer Service Hotels Customer Service Training Customer Service 152

ShepHyken

FEBRUARY 2, 2022

This was a great way to keep the valets busy during slower times and make them some extra money when the customers generously tipped them for an amazing experience. . Certain hotels used to offer a shoe-shine service while you were asleep. So, I started thinking about other ways I’ve seen this concept in practice. .

Hotels 129

Hotels Touchpoint Customer Service Training Tips 129

Vonage

MARCH 6, 2017

For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. If you’ve been following my work, you know I’m a big fan of The Ritz-Carlton hotel chain’s nine-word promise – or motto as they call it. It’s not quite as public as a tagline, but it is just as powerful. “

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

Vonage

NOVEMBER 11, 2015

Others are falling far behind and are letting their customer service quality falter as a result. A friend of mine had a complaint about the service, or lack thereof, at a local hotel. He visited the hotel’s website and wrote to the “feedback” email address provided. Your Service” books and founder of UP!

Customer Service 120

Customer Service Hotels Fashion Culture 120

ShepHyken

JULY 12, 2017

He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room. He asked if the hotel was dog-friendly.

Hotels 101

Hotels Customer Focused Policies Customer Service Training 101

ShepHyken

JANUARY 31, 2023

It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. Follow on Twitter: @Hyken

Customer Service 145

Customer Service Customer Experience Hotels Customer Service Training 145

ShepHyken

MAY 28, 2024

His main example of this happened at the Marriott Long Wharf Hotel in Boston. The goodwill and word-of-mouth marketing the hotel received was far more than the upgrade cost, which was virtually nothing. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Hotels 96

Hotels Customer Service Training Customers Tips 96

ShepHyken

SEPTEMBER 19, 2018

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. I sat down at an open seat in the hotel lobby and noticed that my oatmeal looked more like soup that oatmeal. They had instant oatmeal in a cup.

Hotels 24

Hotels Exercises Conference Customer Service Training 24

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. The hotel staff was cleaning the restroom at 10 in the morning, right in the middle of our break. Just like the cable company, the hotel staff didn’t do this on purpose. The hotel should have been smarter about when to clean the restrooms.

Hotels 104

Hotels Conference Customer Service Training Meeting 104

ShepHyken

JANUARY 17, 2018

The previous year we had stayed at a hotel that did a magnificent job of taking care of us. In looking over the final contract for our most recent meeting at the hotel, there were a few minor changes from the year prior. The first year, the hotel gave us free Internet service for our attendees. And, we did.

Hotels 50

Hotels Leadership Banking Meeting 50

ShepHyken

FEBRUARY 20, 2019

Rao explained what happened and an hour later the driver made his way back to the hotel where he had picked up Mr. Rao earlier that day. He didn’t ask for money even though he had to take time out of his day to return to the hotel. He just wanted to take care of his customer. The driver dropped off the phone at the front desk.

Hotels 110

Hotels Customer Focused Customer Service Training Customer Service 110

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. There are some hotels that have figured this out. Why is almost every shower, in almost every hotel I’ve stay in, not designed this way?” Where could it be?

Hotels 106

Hotels Travel Customer Service Training Customer Experience 106

ShepHyken

OCTOBER 24, 2018

Those become the New End to those customer interactions, and sometimes that New End can taint the experience. I love a certain hotel that I’ve stayed at several times. The hotel is clean, the rooms are nice, the restaurants are great, and the staff is always friendly and helpful. I couldn’t ask for more.

Hotels 109

Hotels Automotive Survey Interaction 109

ShepHyken

MARCH 8, 2021

It doesn’t matter what type of business you are in, any company can learn from the hotel and restaurant industries, where a lack of hospitality could send you toward going out of business. It is full of stats from a very robust survey, heavily weighted to one of the most influential groups of customers, Gen Z. pandemic).

Customer Service 145

Customer Service Airlines Hospitality Infographics 145

Bill Quiseng

JULY 28, 2014

My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Marriott Hotel in Washington, D.C., Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” Recently Marriott opened the J.W. its 4000th.

Customer Service 126

Customer Service Hotels Social Media Software 126

ShepHyken

OCTOBER 5, 2016

As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. This was an after-dinner talk. Follow on Twitter: @Hyken.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

SEPTEMBER 6, 2017

Dejected, she returns to the hotel. The next day, the hotel manager takes her to a different store and gets her outfitted in some beautiful clothes. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Hotels 0

Hotels Customer Service Training Sales Customer Service 0

ShepHyken

JULY 11, 2018

I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them. What the Crowne Plaza Lansing did was different. From your friends at the Crowne Plaza.

Customer Experience 4

Customer Experience Hotels How To Travel 4

ShepHyken

APRIL 4, 2023

People used to tip servers at restaurants, taxi drivers, hotel staff and other traditional service-oriented businesses. Now customers are being asked to tip at auto shops, retail outlets and more. I recently bought a candy bar and paid through the store’s self-service checkout system. Follow on Twitter: @Hyken

Tips 125

Tips Self Service Hotels Customer Service Training 125

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., You must let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Survey 125

Survey Rewards Programs Airlines Hotels 125

ShepHyken

JULY 10, 2019

Because the captain had forgotten to bring his immigration documentation and had to retrieve it from his hotel. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Hotels 130

Hotels Customer Service Training Customers Examples 130

ShepHyken

APRIL 8, 2020

For a little time and the cost of a box of donuts, that manager got the most up-to-date and immediate feedback on what guests thought of his hotel. Think about who your customers talk to outside of your own employees. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Net Promoter Score 125

Net Promoter Score Effort Score Conference Hotels 125

ShepHyken

JULY 31, 2017

10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower. Why does my business have such angry customers? by John Walls.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

APRIL 8, 2019

Here are some reminders of what it takes to keep your customers happy – and coming back. Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin. Hotel Executive) Having been enticed by all the images of the specialty cocktail, I was looking forward to ordering one. A good service opportunity went bad.

Customer Service 105

Customer Service Hotels Hospitality Government 105