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Guest Blogger Holly Stiel Shares: The 5 Most Important Questions for Every Employee

July 29th, 2010 | Author: Gladys

Today’s guest blogger is Holly Stiel. Holly appears in chapter 7 of our bestselling book, “Who’s Your Gladys?” for her work with Preston Wynne Spa. Even in a profession defined by superlative service, Holly Stiel stands out as an authority and pioneer in the field of concierge services and superlative customer service.

Over the years I have been asked countless times, “How do we make training stick?” and “How can we create and become the kind of company that revolves around service?” They know they want the type of environment and the type of employees who live and breathe service — creating a grand experience for the customer and renowned for their property and brand.

While I get asked these questions often, I find the commitment to do the work required to actually have such a company culture is not as enticing to these executives and managers as the idea of it. It’s like wanting to be thin and buff but not wanting to eat a healthy diet and exercise. Some clients claim they want a “sea change” when it comes to their customers’ service experience. They say, “We want to have concierge-type services. We want our people to behave like the employees of The Four Seasons.” When I tell them what is involved in actually having this type of service culture they usually say, “Well, we didn’t mean exactly like the Four Seasons — something sort of like that, something easy!”

Creating a service- and customer-experience-based company culture is quite simple. It’s not easy, just deceptively simple!

Well, there isn’t partway (like partially pregnant) when it comes to superb customer service a la The Four Seasons model. What I think they are really asking for is a Vitamin C pill or a shot of B-12 – an easy fix. It doesn’t work that way to create a total Sea Change. Actually, creating a service- and customer-experience-based company culture is quite simple. It’s not easy, just deceptively simple! more…

Category: Best practices, Customer Service, Leadership, attitude, customer service mindset, customer service performance, group dynamics, internal customer, performance | Tags: Customer Service, Holly Stiel, Leadership, service excellence, Who's Your Gladys | Leave a Comment

Is Your Employee Appreciation Backfiring?

February 08th, 2010 | Author: Marilyn

There are some employees who manage to withstand all kinds of criticism and negativity from management and find ways to brush it off and excel at work. Other employees, despite a supportive management team, fail to be productive.

I believe that people who work in an environment where doing their best is recognized have a better chance of feeling good about their work. They also have a better chance of becoming successful producers who enjoy pleasing customers.

It’s a rare employee who would say she gets too much appreciation at work. Genuine praise goes a long way in helping workers stay productive, especially when demands are high.

How well does your company give appreciation to those who serve your customers?

When it comes to appreciation, it’s often not given, infrequent or ineffective.

When it is given, it isn’t always helpful. Why? Because certain types of appreciations BACKFIRE! Appreciation can be tricky business. Sometimes the most well meant praise brings unexpected results.

Just imagine you come to work in an old suit that doesn’t quite fit you anymore. Your boss says, “You look FANTASTIC in that suit.” Would you feel flattered? Probably not. You’re more likely to think: “What does she want from me?” The kind words leave you feeling suspicious of the boss’ motives and on guard for fear of being manipulated.

Compliments can also backfire in other ways:

Suppose you’re practicing your golf swing, and like me, you’re a lousy golfer. Then in one rare moment you swing your club and hit the ball far and true. Just then, along comes a department head who says, “You’re an AMAZING golfer. That was a WORLD CLASS swing!” more…