What I Learned Working In The Hospitality Industry

30673236_sI have recently started with Ideba after 9+ years in the Hospitality Industry. Many people ask me what I enjoyed so much about working, and why I spent roughly 80 hours per week working at a luxury hotel. I spent more time working in the hotel than I did in my own home. As crazy as it may seem, I always answer the same way. I love the people. The guests, the employees, the people in general.

Great customer service is hard to come by these days. Let’s be honest, sometimes we are lucky to receive any type of service, let alone GREAT service. I can truly appreciate the meaning of customer service. My philosophy is pretty simple – take care of people. Don’t say NO – find creative ways to help. Service should be the same whether the person is dressed in a business suit or a bathing suit. The bottom line is, we are all people. If you treat people with respect, you should receive respect in return. Treat people the way that you want to be treated. If you smile at someone, they generally smile back (at least they should). I have been screamed at, spit on, had items thrown at me, been threatened, etc. Of course, this behavior is not acceptable, but the reality of it is that this is common nowadays. Someone has a bad day, something tragic happens, and they take it out on us. It’s the way that we react that will set us apart.

Listening is key. I don’t know about you, but if someone interrupts me from speaking, it frustrates me. If I have encountered a service related issue, or any issue at all, I want to share that with the organization so that someone else, hopefully, won’t have to experience the same thing. Effective listening shows that you care – which brings me to my next point. Genuine care is huge! That is not something that can be taught. This is normally something you learn as a child. The key word here is genuine. Put yourself in the person’s shoes. What if what they experienced happened to you? How would you feel? How would you like to be treated when sharing the negative experience? These are all of the things that run through my mind. So, in true Ideba form, allow me to share some interesting statistics with you:

– In the US, the cost of poor customer service is $41 billion per year.

– 65% of consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience.

– After a positive customer experience, 69% of Americans would recommend that company to others.

– Following a negative customer experience, 58% of Americans would never use that company again.

– By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.

For those of you that feel that your job is not important or that you do not have the ability to make a difference, you are wrong. For some inspiration, here is a great video called “Johnny the Bagger”. Enjoy!

https://www.youtube.com/watch?v=sepARXV8MRI

We want to hear you customer service experiences! Please feel free to share the good, bad or ugly.

– Jenna Fuchs, Consultant