What makes a leader? What are those key traits that you require to really motivate your workforce and keep them working hard with a smile on their face during the busy summer period?
Leadership is an art. It is something that you are constantly refining and learning how to do better each and every day. Leadership is not about being the most loved person in the room, but instead about making the right decision for your company and its people, and you need to motivate and treat your employees and their needs fairly at the same time. It is a balancing act and something that all business owners should be working on as a priority each and every day.
Leadership varies from business to business, and everyone has a different take on what a true leader is, but here are some of the qualities I think are crucial for leadership in a customer focused business.
No matter how good you are at customer service, no matter how well you train your staff and how you conduct yourself, we all have off days. We all have times when things go wrong, when the customer is not happy, and when the expectation of what the customer thought they were going to get and what they actually got is a different story.
It is natural to want to run and hide under a rock when you get average or bad feedback. It is human nature to shy away from that which is not positive. How you deal with customer complaints and disappointments can ultimately show how you will succeed in business, and you should see it as a great opportunity to turn the customer service experience around.
Every venue owner and operator in a hospitality or tourism business knows that excellent customer service is crucial to running a customer-focused company. Many businesses manage customer service and the customer expectation well, some not always, and some could use a polish up. It is undoubtedly one of the hardest things to get consistently right and requires constant training, upskilling, and time invested in your people together with decisive leadership from management.
But what is often not taken into consideration is that customer service should and does extend far beyond what happens in your venue. The customer service experience is in every interaction with a potential guest, and at every touch point where you can add that extra level of service for your guests.
Kate Bickford MD & Owner - BK AGENCY: