You know the type, the one guy in the office that always has his projects completed ahead of time, always has the answer to the problem, and always is looked to in time of need. A leader.
How does he do it? Well, not by luck, that’s for sure.
Knowledge, attention to detail and foresight is usually the successor to hard work, patience and an ability to look at things in a slightly different light. A willingness to do what is needed and complete a task is an everyday “chore” of this leader.
Stepping out of “the office” setting, how does the “go-to guy” succeed in the world of customer service?
He, or she, uses his knowledge to identify the needs of the customer. He designs his methods of operation to take advantage of the latest industry trends and rising market segments. What do today’s customers want? Are the needs different on the East Coast versus West Coast? Does this product or service satisfy a gap in the market?
Today’s customers are more savvy than in years past. We can thank the internet for this, amongst other things. Market research can now be done while in your pajamas sipping coffee at the kitchen table. Multiple websites are available to compare one product versus another, one hotel versus their “competitive set”, this feature over another.
He must find the available advantage(s) over the competition to be successful.
The go-to guy pays attention to all the small details the customer will expect. Are there other menu options available for a guest’s discerning palate or dietary needs? Has the product specifications and packaging needs been taken into account in order to speed-up the delivery to the customer? Remember, one size fits all doesn’t usually work.
Can you be counted on to be ready for the occasional upset customer and know all your options in order to fix any situation that may arise? Have you thought-out the steps needed to tend to the customer’s needs/wants if they don’t fit exactly as you have planned?
Foresight; the ability to plan or predict for the future, is a needed skill for the customer service professional. Instead of hoping for the best outcome, he takes steps to ensure the success of the customer experience.
“Plan for the worst, hope for the best” is a term widely used by those that are successful. One can’t expect the best outcome if all obstacles are not removed from the perspective of the guest experience.
All the above skills are only a part of the toolbox for the go-to guy. He must also be respectful of his coworkers & peers, professional in his interactions with others and determined to find the best way possible to satisfy the guest.
He can always be counted on in times of need and when leadership is thrust upon him.