Why Connect with People?
Connecting with people "is not about being phony or acting like someone you are not; it's about creating a favorable link between your internal nature with its beliefs and values, and the external world where you go to work." Learning to connect fast with your customers, colleagues, bosses, employees, and even total strangers by taking full advantage of your body, your mind, your voice, and above all your imagination will give you a significant competitive edge. It will help you maximize the potential in every relationship, be it personal, business-related, or social.
Connecting with people "is not about being phony or acting like someone you are not; it's about creating a favorable link between your internal nature with its beliefs and values, and the external world where you go to work." Learning to connect fast with your customers, colleagues, bosses, employees, and even total strangers by taking full advantage of your body, your mind, your voice, and above all your imagination will give you a significant competitive edge. It will help you maximize the potential in every relationship, be it personal, business-related, or social.
Why do we connect with guests?
First Impressions
Research has shown that people will form an opinion about someone within the first seven seconds of seeing them.
What creates that first impression?
-Eye contact
-Smile
-Posture and body language
-Grooming
-Dress Style
-Condition of Clothing
-When on the phone, that first impression is made through:
-Level of Enthusiasm
-Vocal Quality (tone, pronunciation, volume)
-Grammar, Vocabulary
-Level of Formality
Research has shown that people will form an opinion about someone within the first seven seconds of seeing them.
What creates that first impression?
-Eye contact
-Smile
-Posture and body language
-Grooming
-Dress Style
-Condition of Clothing
-When on the phone, that first impression is made through:
-Level of Enthusiasm
-Vocal Quality (tone, pronunciation, volume)
-Grammar, Vocabulary
-Level of Formality
Interaction
Types
-Face to Face .
-Through Telephone.
-Through E-Mails.
-Face to Face .
-Through Telephone.
-Through E-Mails.
To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity. Douglas Adams, Author
Transactions are where the service is limited to the exchange of money. You give the customer a product or service, they give you money = transaction.
Transactional service is not what we strive for here at Sheraton.
-Transactional service does not create emotional connections;
-It does not create guest loyalty
-It does not align with our core values. ( W,C,C )
Transactions are where the service is limited to the exchange of money. You give the customer a product or service, they give you money = transaction.
Transactional service is not what we strive for here at Sheraton.
-Transactional service does not create emotional connections;
-It does not create guest loyalty
-It does not align with our core values. ( W,C,C )
When you take care of guests and really make their experience wonderful, really create the emotional connection, they will not only come back, but they will also tell their family and friends about their experience.
How?
Interactions begin with genuinely caring about the individual. To build relationships we need to be listening generously and engaging in dialogue at every opportunity.
How?
Interactions begin with genuinely caring about the individual. To build relationships we need to be listening generously and engaging in dialogue at every opportunity.
Home is not where you live, but where they understand you.
Christian Morgenstern, German poet
Our guests cannot be simply categorized into “business, leisure and group”
They are also parents, children, Honeymooners, explorers, gardeners, and musicians.
Each guest is unique and has unique needs, wants, expectations and emotions
They are also parents, children, Honeymooners, explorers, gardeners, and musicians.
Each guest is unique and has unique needs, wants, expectations and emotions
Lessons to Remember
-How many Person you connected with for the first time today ?
-How many person gave you hard time to assist you ?
-What was the most difficult interaction you faced ?
-How many person you discovered only today that they are very helpful ?
-Connecting with others easy or difficult?
-What did you learn the most form this exercise?
-What will you do differently from now on when you interact with others?
Emotional Intelligence
Emotional Intelligence – Self-management
Self-management is about how you choose to respond to your emotions and manage your behaviors.
Benefits of enhancing our ability to self-manage include:
-Better Relationships With Each Other and our Guests
-Flexibility to adjust to changing environmental pressures.
Emotional Intelligence – Social Awareness = to Empathy.
It is about understanding other people’s feelings and perspectives, and putting yourself in their shoes.
-Actively trying to understand them and their emotions.
-Interpret the verbal and non-verbal clues that Guests from wide variety of cultural and ethnic experiences are sending.
Creating Guest Loyalty through Warm, Comforting, Connections
Fill their Emotional Bank Accounts !
DO
-Recognition
-Exceeding expectations
-Birthday celebrations, manager’s reception, …etc
-Put a smile on someone’s face
- Sheraton Warm Welcome
-Valuing feedback & thanking them
Do Not do
-Breaking a promise
-Not managing your emotions effectively
-Poor Service
-Poor quality
-Not understanding
Service Netting
Reason of Dissatisfies:
-Accessibility Of Information Not Having Access To Relevant Information (Directions, Hours Of Operation, Phone, Fax, Menus, Web Site, Other)
-Waiting In Line, On Hold
-Staffing Not Appropriate To Business Levels
-Responsiveness Of People
-Un-returned Messages (Voice Mail, Email, Other)
-Unable To Help (Not My Job, Don’t Have Info)
-Lack Of Follow up
-Needing To Call Back A Second Time
Gift of Time
The most significant factor in waiting is the perception of how long the wait is…not the actual wait time!
-Unoccupied time feels longer than occupied time.
-Unexplained waits seem longer than explained waits.
-Anxiety makes waits seem longer.
-Unfair waits feel longer than equitable waits.
-Solo waiting feels longer than group waiting.
If we cannot always reduce the wait time, what can we do to reduce the perception of that wait?
Cost of a Broken Promise
Unfortunately, no matter how proactive we are, or how much we plan,
we sometimes make mistakes. We need to be prepared to react to these situations appropriately.
Did you know?
-92% of guests are likely to return if we effectively resolved the problem.
-Satisfied guests refer five new guests Dissatisfied guests will tell ten people or more
-Loyal guests will complain, because they want us to do better
-Loyal guests spend more during each visit and/or come back more frequently
Success seems to be connected with action. Successful people keep moving. They make mistakes, but they don't quit.” Conrad Hilton quotes (American Hotelier, 1887-1979)
Reason of Dissatisfies:
-Accessibility Of Information Not Having Access To Relevant Information (Directions, Hours Of Operation, Phone, Fax, Menus, Web Site, Other)
-Waiting In Line, On Hold
-Staffing Not Appropriate To Business Levels
-Responsiveness Of People
-Un-returned Messages (Voice Mail, Email, Other)
-Unable To Help (Not My Job, Don’t Have Info)
-Lack Of Follow up
-Needing To Call Back A Second Time
Gift of Time
The most significant factor in waiting is the perception of how long the wait is…not the actual wait time!
-Unoccupied time feels longer than occupied time.
-Unexplained waits seem longer than explained waits.
-Anxiety makes waits seem longer.
-Unfair waits feel longer than equitable waits.
-Solo waiting feels longer than group waiting.
If we cannot always reduce the wait time, what can we do to reduce the perception of that wait?
Cost of a Broken Promise
Unfortunately, no matter how proactive we are, or how much we plan,
we sometimes make mistakes. We need to be prepared to react to these situations appropriately.
Did you know?
-92% of guests are likely to return if we effectively resolved the problem.
-Satisfied guests refer five new guests Dissatisfied guests will tell ten people or more
-Loyal guests will complain, because they want us to do better
-Loyal guests spend more during each visit and/or come back more frequently
Success seems to be connected with action. Successful people keep moving. They make mistakes, but they don't quit.” Conrad Hilton quotes (American Hotelier, 1887-1979)
Service Recovery
Listen Generously.
(with your ears, eyes, mind and heart, lean forward, take notes, ask questions to clarify, repeat or rephrase as necessary.)
Recognize Emotions.
Non-verbal gestures & verbal gestures
Different Guests Same problem = Different response)
Apologize.
can help a guest know that we care and did not expect this result and are genuinely sorry for the situation. Don’t apologize then offer excuses or blame others. Don’t apologize and then make the same mistake again. Assure the guest you are committed to making it right. Don’t over-apologize. After a while, it simply comes across as being scripted and not genuine.
Resolve the Issue.
Take ownership, acting on behalf of the hotel. Offer the guest options When individuals are able to choose their own solutions It puts them back in control
Add Comfort.
At Sheraton, it is not enough to just fix the guest’s problem,
we want to ensure that we provide our guests with warm, comforting and connecting experiences. we need to add something in addition to
fixing the problem to re-establish trust. Adding comfort doesn’t have to be expensive. Read the guest to identify what would be meaningful to him/her and prepare your response accordingly.
Thank the Guest.
For their feed back ;Complaints can act as a road map to tell us if we’re on track. Let the guest know how you have prevented this from happening in the future based on their feedback.
Offer Further Assistance.
Final step to build a relationship Providing your name to solidify your openness Making recommendations that would improve their experience.
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