September 29, 2014
By: E. Rucker
Let’s break this quote down, shall we?
*A customer is the most important visitor, on our premises. How many of you understand that, without your customers, you have nothing? The customer, or guest (if you work in a hotel, but we will use customer here on out), is the most important person at your job. Why would you treat them as if they do not matter? As if they do not count? Do you want them to return? Isn’t that your goal…repeat customers? You should act accordingly because PERCEPTION is in the eye of the customer! Their PERCEPTION is your REALITY.
*He is not dependent on us. We are dependent on him. Re-read this statement. When it comes to spending their money, a customer has various choices. They can choose to shop with you or they can go elsewhere. Why? Because they really do not need you. BUT…..guess what? YOU NEED THEM!!! You need them so that your employer (or your business, if you are a business owner) can stay in business and for you to continue to have a paycheck. Get it?
*He is not an interruption on work. He is the purpose of it. How many times have you gone to a place of business and encountered a customer service representative and you felt as if you were in their way…that you were “bothering” them and preventing them from doing their job? Really? I’m sure you’ve felt the way that others have felt: “It’s your JOB to assist me when I need assistance. If you don’t like dealing with customers and want to help, you are in the wrong line of work.” If you are an introvert, extremely shy, aren’t people-friendly or customer-oriented, you might want to think about finding employment elsewhere. Why? Because customers can tell when an employee is not really “feeling” their job. It shows through. You must ALWAYS remember that you are there to help the customer and nothing is more important than that.
*He is not an outsider to our business. He is a part of it. We can’t stress this enough. Your customer is NOT an outsider. The customer is a BIG part of your business and you should treat them as such. Show them that you appreciate their business. Treat them like a part of the family that you call your place of employment. It’s almost a guarantee that they will keep returning.
*We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do it. Having the attitude that you are doing the customer a favor is simply the worst attitude to have, no matter what industry you work in. We recently came across an employee who displayed this very attitude…that he was doing the customers a favor by being on duty. Remember: the customer’s perception is your reality! The customer felt that this was how the employee felt. Can you imagine how many other customers were feeling this way but chose to remain silent? Huge mistake! That is no way to treat someone who is extremely valuable to the company. Always remember that they have options. Guess what one of their options are….to take their business (and money) elsewhere!
Like this post? Feel free to like, share, and/or comment below. We LOVE feedback!
Let’s continue to shine, Everyone!
If you would like to unearth more secrets that you need to know about your career or your next interview, http://www.diamondhospitalityblog.com is THE place to be. We also share hospitality & travel information, as well as uplifting & inspiring posts/stories. Subscribe to our blog and share it with your network. Visit http://www.diamondhospitalityservices.com to see what we are about. We are here to help and inspire!