When I stayed at the Loews Sapphire Resort in Orlando, I knew it was going to be a luxurious experience, but what I did not expect was the level of exceptional customer experience and customer service.
The hotel staff went above and beyond to make sure that my stay was memorable.
As a small business owner, I am always looking for ways to improve my customer service, and staying at the Loews Sapphire Resort reminded me of some important lessons in intentional customer service. In this blog, I will share with you the lessons I learned during my stay, which can be applied to any small business operation.
Hire Based on Personality, Not Skill
Hire staff based on personality not on skill: One of the things that impressed me the most was the staff’s positive attitude and willingness to help. When you hire staff, make sure to focus on their personality over their technical skills. Skills can be taught, but a positive attitude and great personality are harder to come by. By hiring people with natural warmth and empathy, you can create a team that is committed to providing great customer service.
Invest in training
The staff at Loews Sapphire Resort was well-trained and knowledgeable about the hotel and its amenities. Investing in training for your staff is essential to providing great customer service. Make sure your team has a strong understanding of your products and services, as well as how to handle difficult customer interactions.
Develop leaders who model good behavior
I noticed that the staff at Loews Sapphire Resort was always polite and respectful to one another, which was evident in their interactions with each other and with guests. By developing leaders who model good behavior, you can create a positive work culture that fosters exceptional customer service.
Look for problems and solve them before they get bigger
During my stay, there was an issue with my something, which was quickly resolved by the front desk staff. Anticipate potential issues and look for ways to resolve them before they escalate. By being proactive, you can create a better customer experience and avoid negative reviews.
Desire to say yes at every opportunity
The staff at Loews Sapphire Resort always seemed to have the “yes” attitude, which left a lasting impression on me. By having a desire to say yes at every opportunity, you can create a culture of positivity that will translate into exceptional customer service.
The Loews Sapphire Resort in Orlando is a great example of intentional customer service. By focusing on things like hiring staff based on personality, investing in training, developing leaders who model good behaviors, and having a desire to say yes at every opportunity, you can create a customer-focused culture that sets you apart from your competitors. As small business owners, it’s essential to remind ourselves of the benefits of intentional customer service and take lessons from businesses like Loews Sapphire Resort to create the best possible experiences for our customers.
Maya Angelo said it well – people don’t remember what you said they remember how you feel.