Executive Housekeeping Today - July 2008 - (Page 14)

Defining Quality Customer Service How do you define quality? According to the Merriam-Webster online dictionary (www.merriamwebster.com), the word “quality” has several definitions, including: a peculiar and essential character; an inherent feature; a degree of excellence; superiority in kind; and a distinguishing attribute. How does your facility embody these various definitions of quality and keep customers and guests coming back? Although there are many factors in creating a quality environment for your patrons, one essential feature in any quality organization is providing superior customer service. Going above and beyond in keeping your clientele happy is a no-brainer when it comes to customers coming back. So, what steps can you take in order to make your customer service excellent? We asked a few of our I.E.H.A. member experts, and their answers can be summed up in three simple steps: 1. Provide good service to your staff; 2. In turn, they will provide good service to your customers; 3. Besides just good service, have everyone on your staff go above and beyond in satisfying your customers. We guarantee this formula will make your customers returning customers. h by Laura M. DiGiulio, Editor 1. Providing Good Service to Your Staff “If you want your staff to give good customer service, the first thing you must do as a leader is provide good customer service to your staff,” says Colleen Bunnell, C.E.H., Manager of Environmental Services at Exeter Healthcare, Inc. in Exeter, NH, and President of the Granite State Chapter. “One way I accomplish this is by getting to know a little bit about each one of my staff members as individuals. When they feel appreciated, it shows in their quality of work and in their attitudes.” Beyond treating your staff members as individuals, it is also important to provide them with proper training and educational programs so they are knowledgeable and comfortable in their positions. In addition, in order to keep your staff members happy, you may have to go above and beyond for them as well—have parties for them on a consistent basis during break time, give them days off when they request a vacation, let them go home early or present them with an appreciation certificate if they do a good job, etc. All of these examples will create a positive atmosphere at your facility, which in turn, will reflect positively in your customer service efforts. “Begin each day with a celebration and review daily success of the team. Talk about how to WOW a guest, recognize those who made moments happen, and what they did to create that memorable ex- perience,” says Louanna Henning, R.E.H., Director of Housekeeping at the Four Seasons Resort and Club in Irving, TX (a five-diamond rated hotel), and District Director of the Southwest District. “Involvement, story telling, and sharing ideas and successes raises staff moral. Remember, reward their successes to reinforce their achievements. There are many ways to measure successes: comment cards and letters, personal observations, and return customers based on specific experiences.” 2. Providing Good Service to Your Customers There are several basics when it comes to providing good customer service to your customers—simply doing the job correctly, consistently, and efficiently; hiring the right people; and realizing your guests’ expectations will be enough to satisfy your clientele, and possibly get them to come back. Doing the job correctly, consistently, and efficiently goes back to step one—providing good customer service to your staff. They must be properly trained in order to do the task at hand, and do it right. Percival Darby, R.E.H., Professor at Florida International University in Miami, FL, and President of the Florida Gold Coast Chapter, is a self-proclaimed “detail freak” when it comes to providing customers with a clean and consistent 4 Executive Housekeeping Today/July 2008 http://www.merriamwebster.com http://www.merriamwebster.com

Table of Contents Feed for the Digital Edition of Executive Housekeeping Today - July 2008

Executive Housekeeping Today - July 2008 Contents Executive Corner Inspecting a Different Way Quality in the 21st Century Frugal Housekeeper How Eliminating Nuisance Animals Can Increase Quality Healthcare Goes Green Feature Article IHW Product Information The Green Scene 2008 Call to Convention 2008 Convention Information Inside the Industry Product Highlights New Members Joint IEHA/ISSA Members CEH/REH Members Advertisers' Index Calendar of Events Inside I.E.H.A. What I.E.H.A. Has Done for Me

Executive Housekeeping Today - July 2008

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