Recently our hospice team watched a webinar on the subject of customer service. The guy teaching it ( Bryan Williams) was in charge of the guest relations department for the Ritz-Carlton hotel chain for years before going into business as an independent consultant. His material was really good, so I started writing notes - not so much because I thought it would be helpful in the hospice world, but because I thought it might be helpful in the church ministry world.
From my (random) notes:
- The golden rule says treat others the way you want to be treated.
- The platinum rule says treat others the way they want to be treated.
- The double platinum rule says treat others the way they don’t even know they want to be treated.
- Remember the 10′/4′ rule. Anyone with in 10′ of you should always be acknowledged. Anyone within 4′ of you should be engaged.
- Recognize the difference between function and purpose. Function is what you do; purpose is why you do it. Make sure your team knows the purpose.
- There are four basic steps of service: 1] a warm welcome using the person’s name, 2] complying with wishes / anticipating needs, 3] offering additional assistance, and 4] a gracious farewell.
- Whatever you focus on improves.
- Invest where the improvement comes the easiest.
- Always give your team appreciation. Without it they quit and leave. Worse yet, sometimes they quit and stay.
- Always get the input of your team.
- Take advantage of every touch point. Make deposits and not withdrawals.
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