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Hi, I'm John Tschohl.

I'd like to talk about how we can implement the service strategy for a guest house. You know, it's interesting. There's so much competition. You've got hotels, who spend a fortune on marketing and millions and millions of dollars on having fancy-looking hotels. How do we differentiate? What's the strategy on a guest house that we could use to keep our customers, to get them to come back. I believe it's all built on the customer experience.

Several things I would recommend you do. This is what I talk about. Number one, we've got to understand we're in customer service. We're not a guest house. Number two, we have to look at the policies, the procedures, the systems that we've got in place that are really dumb, that alienate the customer, to make it easier for them to do business with us. Third is we've got to teach everybody how to make empowered decisions on the spot.

There are so many weird things that happen, so many bad things that can happen, so many screw-ups that can happen. The magic is what the employee does in favor of the customer. They're just spending some of your money. The fourth is we've got to educate and train every single employee you've got, from a security guard, for the reservation person, from the check-in person, from the maid. Everybody has to understand their sole job is to take care of a customer. Do they smile? Do they use the customer's name? Do they remember the customer?

If a person is checking in their room and the maid goes by, does she say, "Mr. Tschohl, my name is Julia. I'm going to be taking care of your room. If there's anything, Mr. Tschohl you need, please give me a call. I'm in housekeeping."

We need everybody to understand that their single job is to create this incredible customer experience. Now here's your problem, is you could go to any school for the rest of your life in the world, any high school, college, university. You could go to Harvard and nobody's going to teach your employees the skills in the art of customer service. If you think you can take somebody, let's say, 28 years old, and you're going to put them in some magic program and dip them and all of a sudden you're going to train them on four hours on customer service, they're going to remember everything for the rest of their life, you're crazy. It's not going to happen.

If you want customer-driven people. If you want to implement what I call the service strategy for your guest house, you better use something fresh, new, virtually every four months, on a very continuous basis, teaching people new skills in arts in customer service, saying it ten different ways, hoping that it starts to sink in and that the employee will master those skills. Employee turnover rate in your industry is very high, so you want to keep educating all the new employees on these skills in the art of customer service.

That's the service strategy for guest houses. Thank you.

Customer Service Strategy    • Customer Service Strategy  

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