Why an empowered and confident staff will bring customers back for more!

 - by dawn

I’ve recently hosted two corporate events at different venues around the UK  The first was at a very high-end luxury hotel and the second a 4-star dedicated conference venue.  So what do we expect in terms of service from each establishment, and how have the staff been trained to deal with their guests?

The luxury hotel had a luxury price tag and obviously attracts a certain discerning clientele – I wondered how their service would match up to their price?  Interestingly staff were very young – I thought that inexperience might be an issue.  However they were extremely friendly, charming and helpful (and yes, the odd little flash of immaturity did show itself, but somehow added to the charm).  What was interesting to note, was that the plush surroundings relaxed and reassured residents. Staff were attentive and nothing was too much trouble.  They were totally used to helping their guests and each request was met with a ‘can-do’ attitude – they had been empowered and encouraged to meet needs!  The management had really anticipated needs too, wellies, bikes, toiletries and other bathroom necessities were all on hand to make their guests feel more than welcome and very comfortable.

So next to the 4-star dedicated conference venue, part of a large chain and a much larger, conference style event to host.  The venue was in beautiful grounds, but the hotel itself sadly slightly resembled an over-decorated prison!  There were lots of requests for change and deviation on the conference agenda, and these were more difficult for staff to handle.  There was a very strict rule book that everyone had been taught to work from – change and ‘different’ requests were more awkward for them, they often had to check if it was OK.  The willingness and helpfulness of the staff was just as good as the luxury outfit, but the mode of operation that had been taught was completely different.   The venue was set up more like a conference machine, and lacked the flexibility and personality of the luxury outfit.  People were not feeling so relaxed and charmed by the environment and staff were not given enough responsibility to make sensible decisions in their own right to keep the customer happy.  It felt as if the large chain had set very firm rules to maximise profits from each event, cutting corners whenever possible, and looking quite cheap on occasion, without the foresight that fantastic customer service and more emphasis on quality might lead to repeat business!

“It is not the employer who pays the wages.  Employers only handle the money.  It is the customer who pays the wages.”
Henry Ford 

 

 

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