The response was different, original and stiff, a solid radish, but softened in boiling water virtual Black; eggs had very fragile, it is a thin hard shell protected its liquid-like at first the contents, but after boiling hot water After the shell has hardened; powdered coffee will bring pain of hot boiling water, and became the heart of coffee ... I'm sad because I do not have shoes, but then I walked in the street , met a man without feet .. I want to shout
worse the economy, the world and the clerk of each boss, the more strongly want to increase sales, so sales practices often become the Customers sense of pressure and retreated three steps. If we can use the
, but result in customer loss.
example, we want to buy insurance, the business staff to consider is: tailored look?
when we entered the department store, the vast majority of salespeople are thinking: So they picked up the pace, kept a close watch, to keep silver tongue introduce its most profitable products, which makes customers fed up, and finally ran away scared. A small number of and access to customers of all ages.
The following example shows how to demand.
Case I:
name department store in New York there was a super salesman,UGG boots clearance, Berman, Miss (Ms Berman), her secret is For each client she took the time to understand the characteristics and needs of customers. For example, my friend needed a formal dress, Ms. Berman found her only ten sets of her dress is very appropriate for her choice. Also selected a number of other sets of her can be used with shoes, purses, shawls. The result: my friend had not only bought her dress required, she also bought two sets of clothes and a bunch of accessories, but also grateful for Ms. Berman because she not only consider the performance, more customer needs considerations, and provide efficient in their professional caring services, this is a very service POS!
Case II:
in Los Angeles, there are only couple to buy a set of sofa furniture line, but did not find suitable. So the demand for their managers and the home environment, a detailed understanding and agreement three days later to give them the best recommendation. In the absence of any warranty customers to buy before the manager actually take the time to discuss and interior designers, and this customer painted the floor with three different furniture design, including furniture, few have purchased with peers. The couple, of course, very moved,UGGs, not only bought several more like furniture, but also to introduce friends and family, and became his most loyal customers, and that is very service POS!
POS great service is to think from the customer's needs. Willing to spend time and energy to provide the best customer service, even if sometimes not completely self-serving, but also the expense. Because only so different from the usual caring services enable customers to be impressive, bear in mind.
want customer satisfaction is not an easy task, to further gain customer loyalty is even more difficult. In the highly competitive market, if we want to improve performance, the best way than to establish a sense of trust of our customers and loyalty. As a result, we need to think logically and extraordinary service, everywhere So companies can improve their performance success. This is the maximum value of POS is service! Toys R Us said the U.S. charge
If the customer's business interests, needs as its highest interest, will be able to improve performance success. To wear shoes to customers, thus creating a very services success This is the maximum value of the POS!
effort to wear a customer's shoes, and then create success, and this is the maximum value of POS is service!
l. crisis management capability and corporate survival
911 from New York to Taiwan several major typhoons in 2001, all of them is shocking, the stock market all the way down to 3,000 from more than 8,000 point, seeing the United States immediately to open fighting war, the economy really as Yunshen I do not know at the bottom. Primary to anti-business economic slowdown in one hand and to stop natural disasters, highlights the Economic downturn, the small one unhappy customer, or a careless decision-making and error may be all business today, adding insult to injury is difficult to re-load it! Therefore, management should have
Risk Management (Risk Management) is not unknown to the modern enterprise management expertise, ranging from financial structure, hardware, business strategy ... all-encompassing, the more advanced countries in the more valued, In New York, which is almost a required executives to rise to the class. The services sector, the crisis in the foods can be as small as a fly, large earthquake, fire, power outage ..., each of which provoke a crisis in fact the development of the enterprise context, the economy is good, a challenge to profitability , the economy is poor, in fact, life and death challenges.
I returned to Taiwan in 1995 when, for the risk management industry in Taiwan do not attach importance to feel very confused, and therefore, when my New York restaurant consultant in accordance with the standard management company in Taiwan to enter the hotel operation and management of the club , they will pay special attention to risk management, will require owners to have to buy full insurance, in addition to basic fire insurance, but also customers and employees to have an accident with a third of public liability insurance (Liability) just in case, if the guests in the hotel fall injuries, food poisoning ... and so on, can be given due protection.
in staff training curriculum, in addition to professional courses, must add at least three courses, a) the fire escape response capabilities; b) food poisoning treatment, and c) other relevant first aid training including CPR (CPR) ... among the staff organization at the same time a
give me a real example of New York, one day a New York lawyer to a small Chinese restaurant, because there is no seat, so it at the door, when the service Shengduan After a sizzling beef him, the hot oil spray into his eyes, the waiter went away only to say sorry, and angry, the lawyer called out boss, who apart from very cheap to send cup plum wine, but to just sit down first, called the lawyers, lawyers Greatest Fire, and then the boss to find out, did not think the boss is just immigrants from mainland China, the cold back to him that: , refused to settle out of court and also seeks compensation for 50 million dollars, then the court must determine the compensation for the restaurant 25 million dollars, but the restaurant had only the most basic protection insurance, sometimes not Couchu money, so he had to restaurant owners to sell to to pay the huge compensation.
good New Yorker style of litigation is a fact, but it also awakened the people a high degree of risk management awareness, as we have this New York hotel executives grassroots pokes fun at himself: The reason we have grown, because often accused.
one time, there are nearly 150 years of combined husband and wife to our restaurant, two are quite fond drunk, to leave, take the next three small steps, dimly lit restaurant , the old man stepped on an inattentive empty, fell to the ground, although to spread a carpet, injury is not serious, but his lawyer is still on our side high compensation made for two reasons, guests old, and there obviously tipsy feeling, we should be some support them; and that the three steps in the first order layering does not light, resulting in guests will be difficult to identify wrestling.
our time and energy on litigation, but also undermine the reputation of the hotel, and finally settled out of court for cash compensation instead, from our staff gingerly up and down, the hardware maintenance and service standards do not dare to have trace of neglect.
In addition, the United States gave the driver is drunk driving a felony, a few years ago, in Florida there is a guest from the bar drinking wine out of driving people killed, the judge sentenced the driver not only a felony, together with his drink the bar that night bartender also be responsible for people and conviction, because the restaurant for the supervision of drunken guests should take the responsibility not to let him drive to Zhuangren. Hotel bartender and the door will never be more cautious about children and reduce the guests have the opportunity to drunk driving.
When I first returned to Taiwan, there are times with the mother of a five-star hotel has just been waxed hallway, my mother careful not to fall, I went in the counter asked why it had just been waxed did not inform the passer, that counter is immediately asked me, then you Why do not they care to be done? The other hand, the hotel I was in New York, regardless of outside door, every waxing, mopping the floor, some obvious signs placed notices, if it snows, it must always maintain the corridor's dry, so as not to slip and then sue us pedestrians .
look at another example.
One night hotel restaurant packed with Wall Street brokers. Health service side of the cups carefully to give guests a cocktail, a nearby table with a tipsy guest who has suddenly got up, the waiter accidentally knocked over the end plate, suddenly saw the whole cocktail sprinkled white in the other three guests shirt and suit, in addition to repeatedly apologize immediately, I immediately take them to the restaurant manager's suite upstairs toilet, while Housekeeping (Housekeeping) emergency cleaning of the three suits, and sent immediately bought three sub- Manny (Armani) shirt for them.
the outcome of this matter is that the three of them dressed in pajamas to enjoy a meal in the elegant suites, privacy is a free dinner, two hours later, wearing a good suit has been cleaned and new brand-name shirts and gift certificates with to express our regret, glad to leave the hotel. A few days later, I received a letter of thank one of the guests: was a small loss can be compared!
more than one event in the end is not wholly the fault is not important for the hotel, guests are not important for the elite politicians, it is important that we even kind of services should be provided for guests satisfied? such practices on Taiwan, in terms of risk awareness at this time, it may still fantasy, but the Americans by raising awareness of the interests of customers, and then requires employees to be more careful, but also to protect consumers, the company also is a good growth. Recessionary times, the development of new markets may be very difficult, but at least to be able to keep old customers, so the highest guiding principle of the top service - do everything to make your customers happy (Do your best to make your customer happy) it is more important ! The crisis management capacity is the basis of the service, first-class crisis management capabilities can make the most unhappy customers into loyal customers, the general crisis management capabilities are the major issues to minor ones without, and third-crisis I am afraid that not only the ability of a small incident will be large, are more likely to lead to big out of control. Now, companies are asking
l. professional pride, you have it?
greatest value of enterprise service is The need to promote the service quality is the company's Miss from the chairman of the board to the counter, each of everyone is an integral part of the train service.
enterprises in promoting the Such as researchers or engineers, to business customer needs put forward by colleagues, was not attached or not. My speech in the service courses,UGG bailey button, often see their faces read:
I mentioned last time the U.S. P & W company, the business will be one of the reasons is declining: for technical staff underestimated the importance of service, we have actually seen these are serious phenomenon in Taiwan.
analysis of these professionals the two most common symptoms are:
1. That business with the customer service department to do.
therefore, do not focus on the customer's needs (needs). If the customer's computer system is a problem, customers anxious sweating, technical staff do not take that to heart, no hurry. Busy doctors turned a deaf ear pain for patients, no time to care. Air-conditioned hotel was not bad business, engineers are reluctant to sacrifice their vacation time to process.
2.
customers such as engineers would say that sounds like a bunch of awe or theoretical terms, but not immediately to the customer a clear and practical solutions (solution); or better to the customer difficult, lengthy report, but I do not know: If the client can read or have time to read, they do not need his services.
symptoms caused by these reasons under:
1. the company over-emphasis on professional skills while ignoring the Little do they know the real needs of the professional customer is valuable technology.
2. assessment in promotion, the emphasis on technical, light service; natural that professional arrogance.
3. the company rarely asked front line customer-facing professionals, so they can not hear the voice of customers, let alone put himself into a customer's shoes, go for the sake of the customers.
4. professional awareness of the service are somewhat narrow-minded, thinking that
in fact I often say br> 2. the middle of the core of the cake is the indispensable. The professionals also need to understand: to provide customers Should focus its technology to meet the customer's
as major general at the front, must have the full logistical support in order to win the war; companies want to battle mall, you need the whole company has The technology, the attitude of R & D units even more important, true understanding of their service is very important to the competitiveness of the companies core.
in today's market, competitive companies must from time to time a customer in mind, love, love, evil by evil, and has never given up, not a little forgotten. The
outstanding professional and technical course should be happy, but it can offer customers the Because that is really no substitute for the professional. So do not ask yourself,
professional core of the service, but not to
l. home, please put emotions locked in the house
hotel industry is very popular saying, afraid to lose control staff. No matter how good the chef skills, service is absolutely enough to smell her face down to make guests appetite and never come back. Instead, cover a hundred ugly smile, polite, smiling staff will make guests forget about the hotel is not the place to service personnel, the emotional management is absolutely essential.
my New York hotel when the director, gave the hotel staff a famous quote, .) This sentence is also to accompany my two decades in the workplace, a day not a little forgotten.
I remember one year I am in New York, the afternoon meeting in another hotel, my favorite LV bag and briefcase were just stole all the cash, documents and important customer information all gone mood naturally very upset, tears. Back to the hotel the evening before work, I sit alone in the office five minutes later, try to lock up their depressed mood, put on a smile and go to participate in Michael Douglas movie day celebration party.
passionate kiss when he was my cheek, said, He, like sunlight, a bright smile, said,
is also true in other industries, especially the front-line staff, such as bank tellers, customer service personnel, the company switchboard, sales staff, they can not be sad recently been abandoned by her boyfriend or wife this morning hidden anger quarrel, warm smile and pleasant to the customer, will be decided today, the company's turnover good or bad.
work in the hotel I was young, had learned from several predecessors, many valuable experiences. When I was in the hotel internship, there are secondary to the general manager of a coffee in his office door would hear him loudly on the phone with the manufacturer quarrels,Discount UGG boots, dirty heard, I wait for him to hang up after the shake , bite the bullet and knocked on the door, did not realize that CEOs actually smiling, kindly said to me, flattered face the color, but also smiled and said: so to treat one of the most humble intern, his
other extreme example is the restaurant's chefs have Italian nationality was emotional, happy parents and hold them for another, left a sweetheart, right a honey, but do leave him angry , 30 seconds, he could swear in English all the abusive terms, get enough, plus a car Italian profanity, fell faster than the open book, and made all his awe. His temper is like a horse that can not control, the kitchen staff can not stand his temper, high turnover, field manager and the chef also because of the difficulty with, for another change. In fact, the hotel's director, said he is the perfect chef, craft, creative, smart, willing to fight, willing to do, but in the end because once he even took out a small knife fight with the waiter, the company had let him walk. I was young, he saw the ruin was originally a bright future chefs can not manage his emotions, as wake-up call.
college in New York when he saw on television, a Wall Street stock market and a rare female in charge of the interview, the reporter asked her, Why do not female executives stock market? She said that because of long working hours, a lot of pressure, and need, and the work of a group of irrational male chauvinist, women who find it difficult not crazy. Journalists continue to ask her to survive, she is beautiful and moving, laughing and answered:
profound impact on me in this interview, but also because of this, although I worked hard in the hotel industry began, because he is a double minority (they are Chinese women) affected by a number of grievances, but I was rarely lose control in front of others, so my good emotional management and interpersonal relationships in both my career a great help. Emotional management may not only do not make their own future without light, is also very likely to destroy his great career.
of charge, the Class to be able to really do a good job in charge of
I saw a good friend of a successful entrepreneur, Mr. H because of emotional management properly, actually come down to receive unemployment compensation. Mr. H year with the company's most profitable real estate agents, handling millions of dollars are office buildings, but, by 1995, he was at 20-year-old son because the young and aggressive, accidentally killed a person was sentenced, the couple so divorce, children have no understanding of his father, a friend of his have also cast a strange look. Mr. H and thus very low mood, more to drink more wine, the less the company more control. New York real estate began to decline in 1996, H indulge Mr. Youzi depression, optimism, and finally to alcoholism, can not extricate themselves. Two years, New York, a former top agency company then declared bankruptcy, up in smoke. Although he quit drinking now, but has time is not, then shook the mall no longer heroic glory, only a very sad lonely.
emotions in everyone, remember, joy and happiness that you can share with everyone, as anger and grief put it locked in the house, do not let it scurry around, not to let him affect your quality of service. Remember, only a very very emotional management services.
class service should have the best spirit of emotional control,
first-class management talent should have a first-class emotional management.
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