Rss Feed
November 2009 M T W T F S S « Jan 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Archives
Pages
-
Top Posts
-
Recent Posts
-
Recent Comments
Ferinannnd on New Blog Address… cancer angels on What would you do if you lost … mooc on Buddha, spaghetti sauce and… John Richardson on About Johnnie & Hugo janice on About Johnnie & Hugo
Hi John!
One of my clients in the past was Marriott. The story of the founder is interesting. He asked himself where, in such a big business, could he make a difference. He decided he would read the customer comments and reply to them where possible. So he the owner of the business was in a direct dialogue with the customer – particularly those who complained – and he was the one person who could make a difference. So he made the complainers into regular customers and encouraged the complainers to be his strongest advocates. This led to another idea of his I like, which was to give each guest a bunch of tickets, each worth $5, with the request, ‘ when you receive good service from a Marriott employee, give them a ticket’. Suddenly, his guests were empowered to reward good service and his staff were motivated to provide good service and Management could quickly see which employees were pleasing the guests the most and why and were able to encourage all staff towards specific behaviour that added value.
Best
Lyall Davidson
Hi Lyall
Thanks for both of those stories. Great stuff and you can be fairly certain I’ll be repeating them! I consistently emphasise the use of comments cards for all sorts of reasons but as you rightly say they need to be read and acted upon.
Cheers
John