You have to have the heart and soul to want to serve other people. You have the choice to create one-of-a-kind experiences.
Focus on interactions, emotional connections and feelings. Marketing brings awareness, but stories and word of mouth are your image.
When you’re busy, you’re laser-focused, you get tunnel vision and stop listening (“technical excellence”). If you’re relaxed, you are more aware of opportunities you have to create memorable experiences.
Providing the unexpected will create an emotional connection, better interactions and positive memories!
Create a consistent and reliable experience that is easy to follow, sets the standard of perfection, but also leaves time to work on the fun stuff!
Trust your employees and give them opportunities to deliver a memorable service experience without having to ask for permission.
Connect with people in a real and meaningful way. Find ways to provide a memorable experience unique and personal to create memories!
Attitude is everything, and small amounts can be the difference. Pay attention to the details and go beyond expectations.
Ask people questions that make them think about their response. Get someone to talk about their favorite subjects (themselves)!
Doing things for people without them having to ask is a WOW factor! Find ways to make someone gasp with delight.
The definition of “service” is how you make people feel. It is delivered by employees - without them you have nothing. Motivate and challenge your team to create those emotional connections and memories. Feelings create memories, so how you make someone feel reflects on the service you provide.
Here are 10 actions to help you create memorable service experiences (see above):
As Jennifer Blackmon from the Ritz-Carlton Leadership Center explained, you must have your "Radar On-Antenna Up" at all times to identify clues from others on how you can help them, and take action - because you can.
Keep service excellence top of mind for your business by downloading our presentation "10 Ways to Create a Memorable Service Experience" and share it with your team!
Other blog posts on the Ritz-Carlton Leadership Center Training:
Brittney Stepanek, Strategic Marketing Director for Collabrance, is responsible for helping build relationships and brand awareness through strategic marketing initiatives. Before working at Collabrance, Brittney joined GreatAmerica in 2012 doing marketing for the Office Equipment Group. She received her Bachelor of Science in Psychology at the University of Iowa.