Over my career in hospitality and especially in my younger years managing teams, I have seen the all too common occurrence of people who work in the industry burning out. People who love working with customers start getting jaded and don't want to do it anymore. Some take a break from the industry and come back, and some leave never to return.
It’s not that they aren’t cut out for the hours or the commitment to being friendly and dealing with people every day, it’s more that in being excellent customer service employees, they look after the customer’s needs first and fail to look after themselves in the process.
I know it sounds so cliché to say that in customer service we should always treat each other how we’d like to be treated, but it is something that is often forgotten after months and years of dealing with customers. We can get a little bit jaded, am I right? And it’s easy to forget that the customer is the one who buys our products, pads our wallets, and puts food on the table for our family.
Words matter and how we treat people has an effect on their day, on our own day, and effects if they will come back and do business with us again.
Being authentic in business is set to be one of the most significant game-changers in the future, especially in the fast-moving digital landscape we’re doing business in. Recently there has been a notable evolution of business pages and brands online, and it will keep moving this way.
Firstly, when social media started out everyone was finding their feet and testing things out. Then brands, big and small went for polished and refined content with beautifully polished photos and crafted content. And now, we've seen a shift with more authentic video taking over; Instagram stories and Facebook live. This recent shift is seeing more life behind brands, and the ones that don't have much identity and authenticity in their approach will be left behind.
Kate Bickford MD & Owner - BK AGENCY: