Same stars but different minds: service first, and conscientiously create a good reputation
This article (opens in a new tab) The author is Liao Guixiang (opens in a new tab), who has served in the hotel and catering industry for more than 25 years and has many years of practical experience in catering services, customer relationship management, education and training and other fields. Thank you for your permission to publish. I would like to express my gratitude.
It is also a bar attached to a five-star hotel, and the feeling is really different when you walk in!
It was a rare occasion for me to get together with my friends, and I wanted to find a place to have a chat, so I decided to go to a nearby hotel bar for a drink without much thought. As soon as I walked into a bar on the third floor, I immediately noticed that the atmosphere was a bit condensed. The receptionist brought the drink order over with an expressionless face and said directly: “The low-cost drink here is five hundred yuan per person!”
Seeing him put down the drink order and leave, a group of us looked at each other. I sat down and looked around, then looked at the wine list again, and found that there didn’t seem to be many customers there? Well, maybe the service staff here are tired after a busy day, so they look lackluster! So, we immediately decided to take a taxi and transfer to another familiar hotel.
When we arrived at the second hotel, as soon as we stepped through the door, it felt right! Not only did the reception staff proactively greet us and smile and nod to each other, it also made the sense of distance disappear.
When I walked to the bar area, I found several groups of customers happily interacting with the service staff. The atmosphere was quite harmonious. As soon as our group sat down, we felt strongly the service temperature of this hotel.
We ordered two glasses of “kiwi + pineapple” fresh juice and a glass of special martini. These are drinks and cocktails enthusiastically recommended by the service staff. Well, the service is spot on, the atmosphere is right, and everything tastes really good!
Soon, everyone’s mood was relieved. While relaxing, we listened to the live music and enjoyed the beautiful atmosphere together.
I began to observe the service quality of this hotel. Judging from my past experience, in order to leave a good service memory for customers (opens in a new tab), the staff often need to spend a lot of time and energy to ensure that every service detail is perfect and extreme.
As we all know, the hotel market in Taipei is very competitive. If you want to build a popular hotel, you must pay special attention to some key points. For example, the “Six Qi” principles that I often share with my students are worthy of reference by friends who work in the service industry:
What the service team needs most is actually “achievement” and more “courage”, as well as “kindness” at the scene, and a “tone” of polite service. In this way, fresh and warm “air” can be brought to customers in the environment, and businesses will naturally be able to leave more good “fame”.
In order to survive in the fierce shopping mall, this breath is very important! Not only the management team, or just general service staff, I suggest that everyone really needs to put their effort into thoroughly understanding all the details of the service. You must know that serious service is often closely related to corporate culture and spirit, and it is also one of the key factors affecting service quality and popularity.
The huge gap between winning and losing often starts from the small difference in service, and all these differences actually start before the customer comes to the door to make a purchase. Don’t underestimate the attitude and atmosphere of service. As long as you don’t stay, it will create a different temperature and bring different feelings to customers.
Please remember that the service-oriented spirit and the professional demeanor of adhering to the concept are not only indicators for everyone, but also worthy of our practice.
★ Photo Credit: Clem Onojeghuo (opens in a new tab)
Further reading
- Integrity first: Before selling products, please put yourself in their shoes
- Customer relationship and maintenance: If you have the right mentality, business will come
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Vista Cheng speaks and runs workshops on AI workflows, writing and content systems for companies, schools and public agencies.
