Vice President of Sales @ Bill Gosling Outsourcing | Sales, Customer Care, Collections
Happy Valentines Day to those that celebrate and/or recognize valentines day. My wife and I went for dinner last night and thinking about the Holiday it reminds me that as a consumer our expectations are high when it comes to the experience we expect. But how often do we think about the enviorement they are in to deliver to our expectations. Last night we were out and the atmosphere, location was amazing. Nice outdoor resturant just off the pier close to the water where you can see the boats passing into and out of the Panama canal. However the service was not great during the night my wife talked to the server to find out they were supposed to be closed yesterday (Carnivals in Panama) but the owners decided that morning to open, so they were less then half staff across the board and being a popular place they were slammed with customers. When we left, I had to acknowledge that sometimes poor service is not because the person we interact with, it is the support system behind the scenes we do not see that do not enable them to deliver that experience. So as many of us head out tonight or through the week lets all keep in mind that we have a right to expect great service, but lets also remember many times when our expectation is not meet, it is not always the person we see or talk to most that caused it. #customerexperience #customerservice #resturant #serviceindustry #expectations #expectationmanagement #valentinesday
Andrew Begnoché
9mo
My approach lately in all interactions is to just slow down and consider what is going on in their world. I think in general we all want to be nice people and treat each other with respect and offer great service. But it's the outside sources that we can't control that push against that. So people are better at dealing with pressure than others. Adding more pressure doesn't help. Creating a moment of relief and understanding changes the entire outcome. The real things happening in our lives are what sets our emotional state and emotions are what drives behavior.
Chris W.
9mo
Well said Steve. I watch very closely as to how the people I am with treat hospitality staff and how they react to less than ideal situations. How someone treats someone in the hospitality industry tells me a great deal.
Managing Director
1mo"Such a great perspective! It’s easy to get caught up in our own expectations as consumers, especially on special occasions like Valentine’s Day. 💕 Sometimes, the challenges behind the scenes are beyond the staff’s control, and it’s important to show understanding and empathy. I really appreciate you highlighting the bigger picture—acknowledging that the support system behind the scenes plays a huge role in delivering a great experience. 🙌 Hope you and your wife still had a wonderful time by the water despite the circumstances!"