We are disappointed with the slow queuing service. We are not satisfied with the low service in hotels. We want to receive everything at the highest level. Even when we pay adequate money, we sometimes feel frustrated. It is not surprising that in their own business there is a desire to turn the whole world upside down, to provide people with super-services. How to do it? It is necessary to take into account not only personal bitter experience, but also promptly respond to feedback.
Instructions
Step 1
Do a favor to a friend. When you think that you are ready to bring the service to the world, do not rush. Give it to one person to begin with, who will give a fair assessment. Watch what is happening and how.
Step 2
Break the process down into steps. Imagine the service as a conveyor in your mind. Describe a clear sequence of actions with the slightest movements, movements, turns, rearrangement of objects, etc.
Step 3
Write down a key characteristic for each stage. Determine the norms that should not be violated. You must have internal standards.
Step 4
Come up with a way to get feedback. Think about how you know that each stage of the service is performed in accordance with the norms. The standards and norms themselves can change, depending on the reaction of people. Think about how you will receive and analyze feedback.
Step 5
Render a favor to a friend. Now use the developed standards. Ask if your friend has noticed any changes for the better.
Step 6
Provide a service to a group of people. People have different tastes and values. Provide a service to the test group. Analyze the reactions of different people. Think about what could be improved. Perhaps the service should be modified depending on the specific client. Maybe it should be the same and standardized for everyone. Make final conclusions and adjustments.
Step 7
Work out the nuances. To provide a service at the highest level requires multiple rehearsals. Make sure that the skills of the staff are up to the stated level. Immediately develop future employee training materials. You are now ready to bring the service to the public.
