When my son was young, I was always amazed at the questions his mind developed. It usually started with “Is it possible…” or “What if…” Things such as, “Is it possible for a man to fly?” and “What if cows could suddenly give chocolate milk?” I would take the question, try to reason with it and figure out a logical conclusion as to what exactly could happen. One day as we were getting an oil change for my car, my son asked, “What if you never changed the oil or put any oil into a car what would happen?” It was an easy answer; the car would cease to run. I explained to him that if you fail to change the oil, the oil becomes dirty and fails to lubricate the engine. Once that happens the car engine stops working and the car is no longer able to function.
One of the great joys I get from my job is the ability to walk into a room full of participants who have grown up with internet and dazzle and yes, amaze them with tales of a time when hotels did not have computers. The looks on the faces of the participants are priceless as they try to imagine how they would check someone in, process a credit card, etc. The best part is when they declared it can’t happen. But happen it did.
Creating an excellent customer service experience starts with providing better customer service training. Customer service skills are about more than good manners! In fact, it takes daily education and reinforcement of good customer service skills to improve and then create lasting changes in behavior.