Real World Story: As a CSI (Customer Service Investigator) who helps clients learn to JUMP for their customers, I jumped at this opportunity to send the Hilton Embassy Suites’ general manager a message in which I explained that most Hilton properties hire people who dress up not down, are courteous and friendly, and who understand customer service principles. I then asked if my experience was customary for her hotel. I also explained that at one point during my stay when I called the front desk, the woman who answered did so abruptly, announcing, “Front desk.” Wow, is that how you want members of your team to answer the phone? I hope not because this encounter was disappointing. I continued my letter:
What’s with the hospitality industry lately? T-shirts, wrinkled polos, and blouses that expose ladies’ chests—no, this wasn’t a Hooters restaurant; this was a Hilton Embassy Suites hotel, and this is what I saw at the front desk! And no one wore a name badge, and few employees smiled. Oh, and to make matters worse, as I approached closer to the check-in counter, a sign announced that staff were assisting another guest and would be back shortly. Wow! How does that make a guest who’s been traveling all day feel special, huh?
“A few miles away from your hotel, I found another Embassy Suites. I went in just to see how I would be treated and also to see the attire of the front desk staff. (See first photo.) The lady at the front desk wore an ironed shirt that had the Embassy Suites logo, AND she was wearing a name badge. Hmmmmmmm. Interesting, don’t you think?
“The next night at your hotel, I noticed three people waiting to check in, and the same note I saw when I arrived was at the front desk again. Not a great experience for weary travelers. (See second photo.)
“I’m curious to hear your thoughts on these matters.”
Strategies that Turn it Around:
- Dress appropriately. If your company provides uniforms, then dressing appropriately for work shouldn’t be difficult for you. And even if you are not given or required to wear a uniform, always ensure your clothing is freshly laundered and worn in a way that isn’t revealing or sloppy.
- Greet customers immediately. You can’t always get to a customer immediately. But you CAN acknowledge them as soon as they enter your work space. Remember to look customers in the eye, give a genuine smile, a head nod and/or a simple, “Welcome. I’ll be with you shortly.”
- Identify yourself. A name badge goes a long way to setting up an interaction with a customer. When they know your name, you become more approachable and accountable. If you are given a name badge, then wear it at all times when at work. When you answer the phone, always state your name, so the caller knows who he or she is speaking with: “Thank you for calling the front desk. This is Barbara. How may I help you?”
Remember: Remember, first impressions are important. When you dress appropriately, smile warmly and acknowledge customers immediately, you will set the tone for a great customer interaction. And don’t forget to give your name, so customers know who they are interacting with. With these simple tips, you’re sure to deliver a memorable customer experience.
NOTE: I did hear back from the general manager. She was grateful for my observations and provided background to why my experience was less than stellar. In short, the pandemic resulted in loss of income, which, in turn, resulted in losing great employees. Current staffing has been subpar, but much training is ongoing, and the hotel is hanging on to good employees. New uniforms and name badges are on order, but the current problems with the supply chain have delayed delivery. That said, I’m now looking forward to a future stay to see how great service has been reinvigorated at this Hilton.
How hospitable is your organization’s customer service delivery?