Why Anticipation is the Secret to Exceptional Service

Let's be honest, we all love good service... but great service? That's the kind you remember!

The secret? I truly believe it's knowing what your customer needs before they even realise it themselves.

In hospitality, this is what makes you stand out. It's about giving customers an experience that feels seamless, thoughtful, and truly special.

So, how do we do that?

In today's edition of the Hospitality Matters newsletter, I'm excited to share 5 simple ways to master the art of anticipation and take your service to the next level.

1. Notice the Little Things

It's all in the details. If a customer glances around, they're likely looking for something. If they're shivering, offer them a warmer seat. The key is to notice what's not being said and respond before they have to ask.

? Tip: Train your team to spot small signals and act fast. Simple, thoughtful actions can leave a lasting impression.

2. Remember What They Like

If you know a regular prefers their coffee black, have it ready before they ask. It's a small touch, but it shows you're thinking ahead and genuinely care about their experience.

? Tip: Use simple tools, like notes or a quick system, to track customer preferences. This helps your team offer a personal touch consistently.

3. Ask the Right Questions

Don't wait for customers to ask... offer something helpful first. "Would you like more water?" or "Shall I bring the dessert menu?" Small, thoughtful questions like these make a big difference.

? Tip: Train your team to always offer assistance before being asked. Proactive questions show you're paying attention and create a more seamless experience.

4. Let Your Team Take Action

Empower your team to act without delay. If they see a customer who needs help, they shouldn't hesitate. Simple gestures, done promptly, make a lasting impact.

? Tip: Create guidelines that allow your team to make decisions on the spot, whether it's offering a small extra service or resolving an issue. Trust goes a long way in boosting customer satisfaction.

5. Show You Care

It's not just about meeting customer needs, it's about how you make them feel. A warm smile or a kind word can make people feel truly welcome and valued.

? Tip: Encourage your team to actively engage with customers through small acts of kindness. Genuine warmth and empathy are the keys to creating memorable, lasting connections.

So let's recap...

So always remember, anticipating needs creates a smoother, more personal experience for your customers. It's a simple yet powerful way to show you care... without them having to ask!

How do you and your team anticipate customer needs in your day-to-day work? I'd love to hear your thoughts!

What's Next?

Every two weeks, I will be sharing in Hospitality Matters:

?? Inspiring stories

?? Valuable insights

?? Personal experiences

?? Expert tips and tricks

All focused on what truly matters: Hospitality!

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I would love to hear your feedback, connect with you, and learn about the topics you'd like me to cover in Hospitality Matters.