I often talk about how customers want memorable experiences and organisations must become stagers of great experiences.
Businesses are in a new age of competition, centred around the experience economy, whereby products and services are simply the props that companies use to engage customers. The customer experience is what truly retains their loyalty.
During our family holiday at a Beaches-Sandals resort, I had this epiphany after receiving such an incredible experience, that on my return, I had to get under the bonnet to unpack what made it so exceptional.
Here are five business lessons to help raise your game in not only WHAT you do but HOW you do it.
#1 Culture, vision and purpose cascades from the top
Whoever we spoke with at the resort there were common threads throughout; uncompromising standards for excellence, attention to detail, work ethic, loyalty and commitment was unwavering.
The founder and Chairman (Gordon ‘Butch’ Stewart) has created a culture where people feel truly valued and invested in. He’s tapped into that unique formula where colleagues and employees don’t just see coming to work as just a job, but as a career. They follow NOT because they have to but because they want to.
#2 A leader-leader performance culture in action
I imagine running a hotel business is a tough gig – 24/7, 365 days of the year. It cannot be run by just one charismatic, visionary leader – every person has to step up and take ownership for the customer experience. It is not about title or role or position, it’s all about attitude. An attitude of I can, not I can’t.
#3 Productivity ninja’s
Whenever we asked for something to happen, the staff member never wrote it down. They actioned it immediately, in the moment. Whether it was them doing it directly, or making a phone call or speaking to another person – stuff just happened immediately.
Now I understand hospitality is a real time business and there is an expectation from customers that things happen immediately. However, building a culture where this is reality and happens every time is a hard nut to crack.
So my personal learn was to stop delaying on doing stuff. Stop automatically adding it to my list of things to do and if appropriate action it, get it done there and then in the moment.
#4 Be authentic
The experience we received was the real deal. It was not forced or fleeting in its presence. I’m sure you’re familiar with the saying ‘You may forget what they said…but you’ll never forget how they made you feel! That was our experience right there. In a world where the big things make little difference…it’s the little things that make a BIG difference.
#5 Communication is everything…
One of the biggest challenges for businesses today is their effectiveness of communication, both internally and externally.
Not once did we hear “That’s not my job, you need to speak to…” Or, “Sorry, we cannot do that because the system says…”
It’s not just about WHAT you say it’s about HOW you say it.
About the author
Royston Guest is a global authority on growing businesses and unlocking people potential. He is CEO of Pti-Worldwide, author of #1 best-selling business growth book, Built to Grow and founder of livingyourfuture™. Follow him on Facebook or Instagram. Connect with him on LinkedIn or check out his weekly blog at https://www.roystonguest.com/blog/