While many think that it costs more to provide Remarkable Service levels, this is not necessarily so. At the end of the day, it’s more about organization and discipline than it is about higher costs. The highest service levels, however, do require buy-in and commitment from owners, as well as the understanding of the long-term, focused effort required.
Realistically, the process may take three to five years . . . or longer. But the benefits to the enterprise are as remarkable as the level of service achieved, including:
- accountable, service-based leaders,
- willing, committed, and empowered staff,
- lower staff turnover; improved morale and motivation,
- integrated and efficient operations,
- improved operating performance,
- less liability exposure,
- better planning and execution,
- improved sales and customer satisfaction.
The important thing for management, staff, and owners to recognize is that they are working on a plan to organize, improve, and revitalize their operation. And as legendary Dallas Cowboy coach Tom Landry said,
“Setting a goal is not the main thing. It is deciding how you will go about achieving it and staying with that plan.”
The Quest for Remarkable Service is a journey requiring the continual disciplined attention of management and staff. No matter the effort, no matter the perceived success, the enterprise will never reach a point where managers and employees can say, “We have arrived; now we can rest.” The quest is never a destination; it’s a transformative journey that enriches both the recipients of that service and the providers.
In the ever-changing world of customer expectations, each level of quality achieved, each plateau reached, is merely the starting point for further development and improvement. Yet as the cycle of review and continual improvement begins anew, all can be assured that with each iteration, each turn of the Flywheel, success becomes easier and more assured because of the organizational discipline gained and the momentum achieved.
Thanks and have a great day!
This weekly blog comments on and discusses the hospitality industry and its challenges. From time to time, we will feature guest bloggers – those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking hospitality managers throughout the country and around the world.
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