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Write You - Tweak Your Customer or Tweak Your System?
One of the most serious considerations in mining or collection of raw materials is the transporting of these resources to processing or market. Same for oil, natural gas or mining materials; costs of transportation are important in mining. Most mines still in business today are in very close proximity to major r
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
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The purpose of your staff and system is to serve your customers better. When cus
Why do you believe in what you believe?I am not talking about your Religious beliefs. I am talking about the belief people have in something that will work, or not work.Let’s take business practices you believe are successfully to doing business. Or, the procedures you take in doing business beca
On the second night Mark asked for a late check-out until 1:00 or 2:00 pm the following day. Staff at the front desk refused to give him an answer. They said it was too late and he would have to ask again at 7:00 am.
Mark was in the lobby promptly at 7:00 am. But when he asked for a short check-out extension, the front office manager flatly refused. He said, ‘If I give you a late check out, others will want one, too.’
Mark appealed for just two hours to complete his seminar and get his family with small children safely packed and out of the room. The manager replied, ‘If you leave late, you’ll mess up the schedule for our cleaners.’
Ouch! So much for customer service when leaving the House of the Mouse. Too bad the front office manager didn’t know that last impressions are lasting impressions.
In contrast...
Raffles Hotel now has a policy of flexible check-in and check-out so their valued guests may enjoy a full 24-hour stay, no matter what time they check in, or out. Now that’s convenient. That’s hospitality. That’s impeccable value and service.
‘Raffles 24’ is now available in all Raffles hotels and resorts. No wonder they are among the fastest-growing and most-admired brands in the world.
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
--------------------------------------------------------------------------------
The purpose of your staff and system is to serve your customers better. When cust
If you really enjoy playing video games and you find them a challenging form of entertainment why not consider a career in the video gaming industry. If you are going to be working at something for 40 years or so don't you think it sounds like a good idea to choose something you enjoy doing?There are plen
Mark was in the lobby promptly at 7:00 am. But when he asked for a short check-out extension, the front office manager flatly refused. He said, ‘If I give you a late check out, others will want one, too.’
Mark appealed for just two hours to complete his seminar and get his family with small children safely packed and out of the room. The manager replied, ‘If you leave late, you’ll mess up the schedule for our cleaners.’
Ouch! So much for customer service when leaving the House of the Mouse. Too bad the front office manager didn’t know that last impressions are lasting impressions.
In contrast...
Raffles Hotel now has a policy of flexible check-in and check-out so their valued guests may enjoy a full 24-hour stay, no matter what time they check in, or out. Now that’s convenient. That’s hospitality. That’s impeccable value and service.
‘Raffles 24’ is now available in all Raffles hotels and resorts. No wonder they are among the fastest-growing and most-admired brands in the world.
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
--------------------------------------------------------------------------------
The purpose of your staff and system is to serve your customers better. When cus
Physicists tell us that energy cannot be created or destroyed and that all masses already have large quantities of energy stored in them. Vast amounts of energy exist in any organisation. However, the organisation’s energy is dormant waiting to be harnessed and released by the correct stimulus.Organ
Ouch! So much for customer service when leaving the House of the Mouse. Too bad the front office manager didn’t know that last impressions are lasting impressions.
In contrast...
Raffles Hotel now has a policy of flexible check-in and check-out so their valued guests may enjoy a full 24-hour stay, no matter what time they check in, or out. Now that’s convenient. That’s hospitality. That’s impeccable value and service.
‘Raffles 24’ is now available in all Raffles hotels and resorts. No wonder they are among the fastest-growing and most-admired brands in the world.
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
--------------------------------------------------------------------------------
The purpose of your staff and system is to serve your customers better. When cus
There are many theories in Advertising, which we learned in MBA school, yet many fall very short in the real world, where there is competition, changing demographics, intense adjusting of consumer buying behavior and so many more methods of advertising than ever before.Indeed it is truly amazing that the
Raffles Hotel now has a policy of flexible check-in and check-out so their valued guests may enjoy a full 24-hour stay, no matter what time they check in, or out. Now that’s convenient. That’s hospitality. That’s impeccable value and service.
‘Raffles 24’ is now available in all Raffles hotels and resorts. No wonder they are among the fastest-growing and most-admired brands in the world.
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
--------------------------------------------------------------------------------
The purpose of your staff and system is to serve your customers better. When cus
"Imagination is more important than knowledge. Knowledge is limited. Imagination encircles the world." Albert Einstein.Wow, I never thought I would see the day when I would be telling Mr. Einstein he was wrong. Well at least he’s wrong when it comes to using your imagination to make claims on your resum
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
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The purpose of your staff and system is to serve your customers better. When customers make requests outside normal procedures, your job is to tweak the system, not the customer.
Action Steps
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When customers ask for service outside your normal procedures, you have a choice: either teach your customers to follow procedures (through advance advice and information) or adapt your procedures to please your customers (through innovation and continuous improvement).
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