Exceeding Expectations

“Just having satisfied customers is just not good enough anymore”. Spoken like a true hospitality guru.  Ken Blanchard’s book Raving Fans have some excellent training tips and advice for those of us who are serious about service.

I have to admit we all get complacent. We all become disappointed with the way humans act and behave toward us as service professionals. When things are not quite as they should be through no fault of the agent/clerk at the receiving end of the infraction. When we get there we need to dig deep for rejuvenation! We should look for it in the most unlikely places. I had that experience today and I have to say I have become a “Raving Fan” of Elan. It is a furrier company located in the city of Chicago. Here is how the day started, I spent 4 hours calling places to take my fur coat to have it stored, glazed and repaired.

I finally ended up contacting Elan furs and the lovely Anna answered the phone. I asked about the specific service I was looking for, and also pricing then she told me and then I asked about location. Before I could shriek at how far it was she said: “WE CAN PICK IT UP”. Somehow she was able to discern in my voice that I was disappointed with the location. She exceeded my expectation. I was completely not expecting that. She realized there was a need and anticipated it! It was not about price, it was about gaining a loyal customer! It was about knowing that I will tell other people about such a painless positive experience, about making sure I was happy. I have to say I was not just satisfied, I was grateful. Not only did they come to pick up the coat but they came in the time frame that they quoted me. I did not have to stay home the whole day waiting.

Discernment. As hospitality professionals, a huge part of our jobs is in the powers and abilities of discernment. To be able to grasp when things are going wrong and when we can improve on them. This builds companies up and tears them down.  If you are in the service industry, it is your duty to know what the guest needs are even before they do.

Published by Quackenbush Coaching LLC

Welcome to Quackenbush Coaching LLC; my name is Jewel Quackenbush, Professional Certified Coach. As an experienced Leadership Coach, Trainer, and Speaker, I partner with clients in a thought-provoking and creative process that inspires them to maximize their professional and personal potential. I am a professional leadership coach, trainer, and speaker. As a credentialed ICF PCC coach, I strive to inspire leaders of all backgrounds and walks of life. I have taken my blueprint and applied it to my coaching practice to collaborate with my clients for their growth and enrichment. Whether it is for personal or professional reasons by helping them to reach their fullest potential. If we can dream it and we believe it with a little work, we can achieve it! I have a demonstrated history of working in the professional training, hospitality, and coaching industries. I am passionate about assisting organizations and individuals achieve their goals by exploring and honing their powers of emotion and imagination so that the path to personal and professional success is clear and attainable.  I promote transformational, personal, and organizational change, business growth, leadership development, talent management, employee engagement, and communication.

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