7 Steps to Create a Service Culture

The secret of any successful business is all about exceptional customer service. You don’t have to worry about your business, just care about your customer and make them feel happy. 

Recently, I have experienced different service levels in Hyatt Regency, Marriott, Radisson Blu, and Crown Plaza Hotels. Each Hotel recognizes the importance of customer service and maintains their unique standards to create a customer service culture. Surprisingly, the employees have tried to do the right things by going beyond policies and procedures. 

Here are seven lessons for satisfying your customers.

1. Leaders should have a genuine interest in others and care for people

Hyatt Regency and Marriott Hotel in Kathmandu have created environments where leaders influence people and care about their needs. Ultimately, employees try to give their best experiences for their guests. “I believe in the power of recognition and empowerment leading to great employee engagement. And employee engagement is critical to guest engagement. Employee empowerment and recognition is the core of our culture and how we achieve outstanding customer service.” Herve Humler

2. Empower everyone to solve problems

As discussed with Hyatt employees, the management empowers every individual to give their best, and inspires the way they care for each other and their customers. “Your most unhappy customers are your greatest source of learning.” - Bill Gates

3. Provide true hospitality for everyone

Crown Plaza team truly cares about people and provides the highest quality of service to guests in their own distinct way. It is more digital, more flexible, and more mobile.

Customer loyalty is extremely important for any business. According to the book Marketing Metrics, businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%.

4. Inspire customers by providing unbelievable experience

As soon as I entered through the doors, I discovered that each Hotel draws on the story of its local area to inspire every aspect of the hotel, from intriguing design to distinctive local ingredients in their menus. “At the end of the day, it’s not what you say or what you do, but how you make people feel that matters the most.” - Tony Hsieh

5. Make your customers feel comfortable

Hyatt Regency and Radisson Blu are located at the right place to minimize the distance between the airport and hotels which helped me to make the best use of time. They provide business-oriented amenities, including business lounges and modern meeting rooms. “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou

6. Improve your customer experience with the right price

All four Hotels are trying to offer a fair price for meeting the needs of their guests. They offered the type of hospitality according to my values and gave me the experience to feel just right. “Happy customers are your biggest advocates and can become your most successful sales team.” Lisa Masiello

7. Build customer relationships and encourage them coming back

They provided personalized service while creating meaningful and memorable experiences for me. By paying close attention to the small details, they gave me unforgettable experience during my stay. In the restaurant, the team strived to deliver delicious, stylish, and sophisticated food. Overall, they follow a systematic process to satisfy their customers.

“Loyal customers, they don't just come back, they don't simply recommend you, they insist that their friends do business with you.” - Chip Bell.

How do you improve your service culture?

# Service Excellence # Customer Relationship Management #Customer Service #Creating a Service Culture