Thursday, December 11, 2014

Imagine that you are a customer

Yesterday I had a meeting in a hotel. We were having a great conversation until someone started vacuum cleaning in our area. It was around 11AM.  We had to almost shout towards each other to make ourselves heard.
Actually, I have had this experience in other hotels as well. Around mid-morning they start vacuum cleaning. It looks like that it is a standard procedure in the housekeeping manual.

This indicates 2 types of problems:

  • 1.    The employee is clearly disengaged. Otherwise she would have waited or would have asked us whether she was disturbing us. Neither action happened.
  • 2.    The management in the hotel has no clue what happens on the work floor. Or even worse, they also don’t care.

This kind of behavior has a negative influence on the customer experience.
So, I suggest to regularly change roles (be a customer) in order to get to know what the impact is of what you are doing. This is especially needed for the management.

How would you like to be treated as a customer?

Enthusiasm drives Excellence!

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