I spend a lot of time in hotels and probably like you, I’ve experienced the full spectrum of what is and isn’t achievable in the art of delighting the customer.
I’d like to explore what’s behind the, at best, bang average service that in my opinion, many of the hotels dish up daily. Hotels that offer rooms to us folk that spend between £75 and £150 on a bed for the night and will probably exorcise a further £25 in food and drink from us weary travellers during our 15 hour stay.
I was on the receiving end of some ‘distinctly average’ customer service this week as it happens, a classic case of staff doing ‘just enough’. They appeared to be entirely motivated by a burning desire to not improve and put simply, be ever so slightly better than the bare minimum required to (a) do any more than is actually needed so as (b) not to get fired.
When I first started to explore the phenomenon of ‘staff being crap at being nice’ it struck me that my stays at both the bargain end and the premium end of the hotel chain didn’t really suffer from this performance sickness – it only seemed to be an illness that affected the ‘middle’ range……….and that’s when it hit me!
Maybe distinctly average hotel customer service is a by-product of how most of society seems to exist? Millions of people running around being really busy doing just enough to get by..…
Imagine doing just enough at work to keep your job, just enough to be slightly ahead of average, just a little bit better than the next guy to earn just enough salary to do just enough to keep your customer (from complaining).
I accept that this post’s original theme was about average customer service, but we can view ourselves in the same light. How many people do you know who are living a “just enough” life…..maybe you’re one of those people who is unwittingly seeing ‘comfort as the new motivation’ in life?
I’m not saying it’s wrong, I’ve been there myself and we all know the guy who specialises in operating like this at work don’t we…..that guy who looks like he’s busy but gets nothing done, he’s at every meeting but never completes his actions, he’d “like to help you, but he’s just got to much on right now”…yeah, that guy.
“You don’t get paid for the hour, you get paid for the value you bring to the hour” – Jim Rohn.
Consider these words less about income and more about your own return on investment – what are you getting back in return for the time you’ve invested so far today? Have you traded your valuable time well…..did you get back something of value in exchange for it?
Given that you’ve chosen to read this far, let me offer you three bits of advice that can help shift you out of a “just enough” way of being;
1.Quit Your Crappy Job Day, March 31st is never more than a year away. No need to ‘walk’ (yet) but consider using the date as an opportunity to talk to your employer about them to help you reach your potential – starting that discussion means you’ve committed to the process of working for an employer who will, even if this means it’s not your current one!
2.Work on yourself more than you do in your job– you can already perform your role blind-folded, you’re really good at what you do, but you’re capable of so much more – right? Invest in your personal development. We’ll gladly spend £1,000 a phone contract which lets us look at Facebook and make the occasional call, but for some reason we won’t invest that kind of money in our own future? “An investment in yourself always pays the best interest” – books, Audio’s, seminars are all easy to access and will position you ahead of the ‘comfort crew’ on your journey towards your true potential – if your employer won’t train you, train yourself.
3.Stop all non-value-added activity– these words of advice were given to me by a CEO I once worked for and whilst it’s a challenge for those of you who work for others, it’s a mantra I live my life by every day. Kick back against the ‘meeting tigers’ who arrange meetings to “decide the next meeting”; learn how to make email your slave not your master; say “No” more often; do only ‘high value/high importance’ stuff and ditch, delete or delegate the rest; free up your valuable time and start investing it in more worthwhile ways that pay-back for you.
Our one-day Clarity workshop has been specifically designed to give you your time back . I guarantee that everyone who attends this day will leave knowing exactly how to measure their time and be amazed at just how much extra income they can create when they see how much latent potential they have.
About the author: Matt Sykes is founder of Sales Training company Salescadence. He works predominantly with Personality-led Business Owners to help them convert more of their leads into customers via transformational products which improve their Sales Mindset, Sales Ability & Sales Process.