Tips for excellent customer service in Vail
Vail takes pride in providing excellent customer service. The off season is the perfect time to review some important aspects of taking care of the many guests who visit Vail each year. The summer season brings golfers, hikers, kayakers and fishermen, rock climbers, cyclists, and others, out in droves to experience the warmer face of Vail. Here are five ideas to refresh your businesses customer service etiquette. Make them feel specialIt isnt difficult to make guests feel like they are more important than the rest of the crowd. The first step to making guests feel special is to ask them their name and use it. Another way to make a guest feel special is to ask what they need, what is wrong, and what can be done to make their experience with your business better. Taking the time to notice guests and ask for their input. Its one of the best ways to make visitors feel like their opinions matter.Eye contact Making direct eye contact helps you communicate with a guest. Eye contact lets a guest know he or she has your full attention, and it also gives you many clues about the person who you are speaking with. Making direct eye contact with a guest can help you assess his or her mood which, in turn, leads to better service.Employee ownershipAn employee who feels ownership in your company will be an excellent spokesperson for your business. In order to foster these feelings, let your employees know about your vision for your company. Ask them for feedback, listen to their insight, and apply their advice to your vision. Employees who are involved in important business strategy development will feel more vested in the company and take more responsibility and pride in facilitating guest satisfaction.Set the exampleDo you greet your employees when you hurry through the doors of your business with a list of tasks you need to accomplish? Do you recognize a job well done? Do you get your hands dirty with any of the day-to-day functions of your business? Employees notice employers who know their names, give recognition, and who are not afraid to join in the work. It doesn’t take much time to set a positive example for others and the benefits will manifest themselves in the attitudes and the respect of your employees.Smile and greetAlthough it has been said many, many times before, smiling is a huge factor in guest services. A smile coupled with a greeting is an invitation for a guest to speak, ask a question, or make a criticism or compliment. A smile and a greeting make your guest feel welcome in your establishment and want to return again someday. Employers who smile at their employees invite the same type of behavior. Sometimes a smile is all it takes to turn a bad day into a good one.Lourdes Ferzacca is the president of the Vail Chamber & Business Association Board of Directors.
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