It is worth mentioning here that the terms customer and guest. At first glance, the difference would appear to be that the term guest is used mainly in the hotel industry, whereas the term guest is found in almost any business language.
The major difference between the two? Perspective and subsequent approach.
When you say client, the approach is somewhat colder, more to the point, slightly impersonal at times. When you refer to the guest, however, the perspective undergoes a major change – the guest comes with a special status, much more personal, individual, which is every need is met, putting all the resources at your disposal to work. you have at your disposal to make THE GUEST feel valued and appreciated.
What is the recommended approach, especially at this time? To “transform” CLIENT into a GUEST and relate to them as if they were a VIP or maybe even to relate to each person as if they were the last guest on earth 🙂 Sounds extreme? Yes! But remember one thing – every customer/guest that comes to you or to you, is only thinking about what they need and how you can meet their need. For him there are no other customers/guests for you to serve.
Your customer is unique and he believes that more than anything else in the world.
Now is the time to bring Hospitality into your business!
There is no better time than today and now to bring out the extraordinary arsenal that hospitality has to offer. Now more than ever you should be more closer to your customer, to show more care and understanding, to be present,proactive and available
.
Should you be hospitable online? You shouldn’t, it’s essential to do so! And yet, although it seems easy to do, we see that in practice things deteriorate, get control, patience is lost, kindness diminishes and often you can’t even talk of courtesy.
Now is the perfect time to change the cold approach to the online environment (video-conferences, events, trainings, even email) into a gentler, warmer and approachable manner of which you are capable.
Now more than ever, people need to feel that they’re not talking to a robot, that they’re not being sold to, that they are not being scolded, that they are not talking to a superior.
Now is the time for YOU to create for your customer, the feeling of security.
What should you start with or pay attention to? Here are a few recommendations that I have applied, tested and validated over the last 3 years at least:
1. Remember that first you have to sit and listen. From the moment you client/colleague is talking to you, all you have to do is listen, listen, listen. listen actively. 99% of the time, people don’t listen, they prepare their response. With you can start to decrease this percentage 🙂
2. Pay attention to your voice – pitch, volume and flow. People tend to be attracted by voices that sound like them. Your voice can change the overall mood of those listeners and can influence emotions.
3. Speak in the language of the people listening. Pompous or overly sophisticated, don’t reach people’s hearts, and hospitality is also about the way to the heart of your customer/guest
4. Smile at every interaction 🙂 Smile on the phone – smiles can be felt from the first few seconds and the dialogue will be much more friendly, without tension. Smile and when writing an email, even if it’s a professional one.
5. Enjoy and be grateful for every complaint/complaint you you receive. This is a gift that your customer/guest gives you, by simply by telling you about their problem and giving you the chance to fix it. the mistake. This is a great gift that you can make the most of.
Take advantage of the extremely powerful resources that hospitality offers you to your make your life easier and more beautiful in the first place.
Respect your clients, partners and colleagues as you respect yourself and you will no longer feel that tired.
Hospitality is a win-win practice and lifestyle.
Want to be a winner? Now you know what to do 🙂
Bring Hospitality into your life!
Alina Nițu Hospitality Customer Care Trainer
