Transforming the Customer Experience

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Hospitality Advice on Service – Do You Have Guests or Customers?

Hospitality dictates that customers are “Guests”in our business

We all strive to excel in customer experience management.  Judging by my last post, there is a lot of interest involving the words that we use and the phrasing of our words when focusing on the customer experience.  Words make up only 7% of our communication (body language is 58% and tone of voice is 35%).  So, that means we need to choose our words wisely.

I was meeting with a prospective client yesterday and we discussed this very topic.  Her family owns four restaurants in town.  During our conversation,she referred to the patrons as customers, while I referred to them as “guests.”  She asked me why I was making the distinction between the two words.

Since we were in the restaurant setting, I used the analogy of people coming to her home to eat dinner or to her restaurant to eat dinner.  I asked her how she would treat the people coming to her house.  She replied “I treat my guests very well.  I try to make them feel like family.”  As soon as those words were out of her mouth, she understood what I meant.  Especially since we were talking about the same meal, just served in two different places.

The guests coming to her house were most likely not paying her to serve them dinner.  They were invited guests that she was looking forward to spending time with.  Take this same thought into her business – a restaurant.  She is looking to increase marketing to increase business. By referring to the customer as a guest, it makes them feel special, that she was looking forward to serving them a meal, and increases the positive feelings of the dining experience.  Remember, it is the feeling that our customers/guests have that determine if they will return to us.

While not all industries can use the term guests appropriately for customers, many can.  Use your good judgement.  It may be the difference that makes the difference. Theme parks, hotels, restaurants, and the entire hospitality industry use the word “guest” as opposed to “customer” whenever possible.  Mirriam-Webster defines “guest” as a person to whom hospitality is extended.  My advice to any client, manager, or business owner is to be as hospitable as possible when interacting with customers.

Because customers are paying you to treat them well while they are doing business with you, all business should treat them as guests.

Would You Like to Improve the Customer Experience?

Customer experience management comes down to positively enhancing the feelings that the customer has when they do business with us. The simple way we phrase things can make a big impact on the feeling that the customer has during our interactions.

I’d like to share with you a brief two minute video I made explaining the nuance of how changing just a few simple words we use everyday can increase customer satisfaction and the positive tone of the message.

Please leave your feedback below.  I’d like to hear your comments.

Please share your comments and feedback below.

Helping you focus on your customers-

Kristina

Customer Experience Management – Practice What You Preach

Dear Employer –

Customer Experience Management has been a hot topic around our company lately.  You have been giving us many motivational talks about it, but there is something that would really help us out – leading by example.

You serve as a role model to us. If you disregard the customers, focus only on the business and not the customer driving it, or don’t walk the talk, how would we know to do otherwise?  We really need you to practice what you preach. You are our business role model and set the expectation by how you relate to our customers.

To excel at managing the customer experience, we need the leadership to set the example and it will trickle down throughout the entire company.  When you set the tone for improving customer service and to delight our customers, we will then follow suit.

We’ll treat our customers the same way that you treat them, and even us.

We want to make sure that the ideals that you are holding us to are not just merely mission and vision statements that hang on the wall in our lobby.  We want to embrace the customer centric culture we promise and to live it each and every day.

Thanks for listening,

Your staff

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