exceptional service is how the team
measures its success. Furthermore, any
new employee should be able to immediately tell from the interview that “this
team is different from any other teams he
or she has been a part of.”
So what habits do you need to
embrace in order to deliver exceptional
service and consistently “wow” your
guests? Here are at least three habits to
develop:
l
l
WOW Somebody: Start your day
by asking yourself, “how and who will
I ‘wow’ today?” By asking yourself this
question every day, it will become a
habit. After a while, you will begin
assessing each day based on whether
you’ve made an impact on someone’s
day in a memorable way. The person
you wow can be a guest, teammate,
leader, vendor, family member or a
complete stranger. It truly doesn’t
matter who the person is. The key is
to assume that each person has
unconditional worthiness, and treat
them accordingly.
Sign Your Work: There is
something very significant about
being mindful of your own strengths.
Not just being aware of your
strengths, but actually paying
attention to your strengths while you
are using them. So, if you are
naturally someone who smiles most
of the time, be mindful of how you
feel when you smile. Be mindful of
how others feel when you smile.
Deeply appreciate that natural ability,
and you will notice how amplified
Attendees felt inspired during Williams' talk at this year's General Session.
that strength will continuously
become. Signing your work simply
means to put your personal stamp on
the experience you provide to others.
Only you can do certain things the
way you do them, because of your
unique mix of strengths.
l
Be Encouraging: At least once a
week, proactively thank a team
member for something. It can be a
peer, someone you report to, or
someone who reports to you. Don’t
just “thank them.” Instead, truly go
out of your way to find out what
makes that person feel appreciated. Is
it a hand-written note? A verbal affirmation? Inquiring about a personal
hobby? Whatever it is, ensure that
the recognition is meaningful and
personalized to that individual. By
developing the habit of encouraging
each other, the team will inevitably
respect and appreciate each other
more. Each team member
will better understand
DR. BRYAN K. WILLIAMS is a ke ynote speaker,
author, and consultant. He is passionate about
service excellence and organizational effectiveness. Williams has spoken to hundreds of
organizations in more than 20 industries,
including many Forbes five-star hotels, spas
and restaurants. To connect, email
[email protected] or call 1.240.401.6958.
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December 2016
what it feels like to be engaged;
therefore, he or she will be more
eager to make your guests feel that
way as well. The first step in serving
your guests with excellence is to
serve each other with excellence.
Sacred Ground
It becomes much easier for everyone to
develop, embrace and sustain service
habits when each person understands
the significance of their work
environment. It’s not simply a place to
work. Nor is it solely a place to apply
your craft. The spa should be thought of
as an honorable place. A place rich with
positive energy, and the ability to move
people in a profound way. No one
should ever be the same as a result of
being in your spa. The spa experience
should exude a sense of hopefulness,
tranquility and optimism unmatched
anywhere else. It is a special place.
A sacred place. n
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