When we treat each other like family, that same mentality translates into how we treat others who walk through the door. This is why our service promise also includes treating our own employees like family. If they don’t believe in it, customers won’t experience it (and may not give you a second chance to provide the missing experience). If they don’t understand the importance of it, they can’t perform it.
#CEO BRINGS BACK WEBSITE PROMISES SERVICE HOW TO#
on how to live your service promise is critical to business success. This is why training franchise owners, employees, etc. It is just another extension of our service promise in action. Our belief in giving back to our community - our extended family, as we see them - has helped our community standing because people know our commitment isn’t lip service or a gimmick. This kind of service sounds nice, but how does it affect your business's bottom line? Significantly, according to the research.Ī recent article by the MIT Sloan Management Review discusses how having a human-centered approach enables entrepreneurs to excel, even in times of extreme crisis. Chances are they’ve become places you go to not just for the quality service but for the familiar, friendly faces you see and the fact that they already know what you need before you say a word. Think about your favorite places to eat, shop or get a haircut. For us, this means knowing our regulars by name and their orders, partnering with local schools and nonprofits to give back to the community, honoring front-line and essential workers, and so much more. Otherwise, your service promise just becomes a collection of words that sound nice but have no significance. Keeping your promise requires commitment coupled with active, demonstrated participation day in and day out. Develop and keep your service promise and you will, too, by creating ambassadors who feel an emotional connection to your company that goes beyond what they purchase. By encouraging employees to treat guests like family, engaging in actually treating them like family, and then creating a memory that meets or exceeds expectations, we’re working to set ourselves apart from competitors. It’s why we train our employees with a three-pillar approach to deliver on our service promise. Understanding the importance of family and treating our customers like extended family members made our business strong. Three Keys To Keeping Your Service Promise This is the basis for our service promise - to continue the tradition set by our parents and grandparents. Ingrained in them was the belief in caring for others as they would their own family.
When my family came to this country seeking a better life, the only thing my father and uncles had was each other.
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