3. Happy employees = happy customers
Hospitality is a two-way street: you have customers on the one hand and your own employees on the other. Happy employees mean happy customers! The better you engage (or maintain) your own people to do their work, the more they can continue that service mindset to customers. That’s why I tell our developers from my own experience: “When designing the app, keep in mind that every unnecessary step is one too many if someone has to use the app in the rain or at -5 degrees.”
4. Don’t tap all beers yourself
Understanding the product, service and customer friction is crucial for building a successful business. The challenge, however, is not to get caught up in the operation. You need to find the right people who can do that, so that you can continue to build the business yourself. Don’t tap all beers yourself, but find a good bartender who can run the bar.
We now have a great team of certified Service Champions who serve our customers daily. But I have to admit that sometimes I miss my shifts on the vehicle..
Every day I learn something about creating the ultimate customer experience. Do you have more tips, interesting articles or even an inspiring contact person for me? Let me know!