The receptionist was irritated with the rudeness of the customer, Mr Elliott, at the reception desk. She felt that the expectations of her client were not a good enough reason for his irritation.
Last week I sent you the first 8 success habits that built his aura and success and I have already had wonderful comments from some of your colleagues who have taken the risk and started implementing them.
I believe that role models have so much wisdom that we can learn from. There is a unique and dynamic philosophy of service that every South African in tourism can be united by.
We have spoken about putting ourselves in the shoes of our visitors.
People queue once again at the restaurant that reopened last week in Knysna.
The activity provider takes his customers through the 3 hours of his experience. It seemed to go well, but he is not sure. Then, as his customers are busy leaving, he sees it on the face of the German guest: The Look.
The LTO Managers looked as though they had been asked a question to win a million rand and had no idea of the answer. They desperately wanted to win the money but could only answer in vague terms rather than giving the specific winning answer.
It was noon on a midweek day during the low tourist season in Knysna. The restaurant is full and further hopeful customers wait patiently in the queue of 20 or more diners. Other restaurants in the town have, at best, a third of their tables taken.
IT’S ALL ABOUT THE CUSTOMER
One of the greatest hurdles for tourism entrepreneurs to overcome is the realisation that it is all about the customer.
THE SILVER BULLET OF REVOLUTIONARY CUSTOMER SERVICE
A recent Gallup survey of over a million employees offers awesome insights into why most service we receive is mediocre and disengaged. Many of the solutions offered correspond to the way our own Madiba dealt with people and an authentic local service style could just evolve from this unique combination.