Finding the key to make everyone happy – Ian Graham of Swayed Greyhound

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Ian Graham, Swayed Greyhound In my experience, in the hospitality industry, if you work hard to keep your customers happy you will find much success in your business. I have found that staff who have been given comprehensive customer service training are much happier in their work, they are rewarded, in turn, through tips from happy customers, are encouraged by their managers and are loyal employees. Customers will spend more when they are looked after and what’s more they will return again and again to establishments which provide great service and a great product. That makes the business a better profit and it will benefit from the best type of advertisement there is – word of mouth, resulting in more profit and so everyone is happy!

My top five tips for providing great customer service in the hospitality industry are:

1. Get off to the best possible start with the guest, giving the best introduction you can. With the staff I have worked with I run an exercise which ensures that they can do this every time regardless of distractions.

2. Build good rapport with all guests. Again these are skills which can be learned.

3. Ask good quality questions to identify what the customer would like.

4. Present the choices available using positive and persuasive words. Marks and Spencer do this very well.

5. Don’t try and fix a complaint straight away as the guest may just want you to listen. When responding avoid phrases such as ‘I know but’ or ‘yes but’ as these can get people’s backs up.

You would think customer service is an easy thing to get right but it’s amazing how many businesses get it wrong, can you think if a time when this has happened to you? There is a lot more to this than these tips and a little training can go a long way. Hoping you all have a successful 2013!


About the Author:

Richard is the owner of RCM Stocktaking Solutions Ltd which provide Stock Auditing services to the licensed / restaurant / hospitality sector.