Braymark

Mystery Shoppers Top Ten

We surveyed our shoppers for the top 10 things they found impressive and… well not so impressive while shopping.

Top 10 things that impress guests

1. Being made to feel like we are long awaited friends upon entering the hotel/restaurant.
2. Having our name remembered and used in conversation.
3. Hearing the smile in the person’s voice when ordering room service or making a phone reservation.
4. An associate who is confident in their knowledge of all products and services provided by the establishment and who offer the upgrades without being prompted.
5. When the service you are expecting/paying for, exceeds your expectations.
6. Neat, clean, and professional appearance of the staff and facilities.
7. A sincere thank you.
8. When the washrooms get as much attention as the foyer.
9. When associates handle changes or special requests with kindness and respect.

1. Surprises. Things that were out of the ordinary… The mint/rose on the bed; the extra scoop of ice cream on the dessert; wireless service; more TV stations than at home.

   Top 10 things that do not impress guests

2. Body language that says,” don’t ask me anything!”
3. Hearing personal conversations between workers that makes me feel like an intruder.
4. When bad service is recieved and no apology or attempt is made to correct the error/service.
5. Overzealous up-selling.
6. An untidy appearance of the service provider.
7. Long waits without explanation.
8. Uncleanliness and poorly maintained facilities.
9. NO EXTRA’s …just plain old boring service…just what we expected…or less, for more than we paid last time!
10. In busy situations, employees who quickly run through their ‘speech’ so fast it is hard to understand them.

1. Employees who forget that many customers are not familiar with the establishment at all – and fail to explain the layout of the building or various options available to them.

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Own Customer Service

Recession. Recession. Owning customer service in a down turn will create the desired culture that will boom in the high times.

Though Canada was supposed to be the only G8 country that was to marginally escape a recession, we’re in it now! The thing about recessions is they cause smart businesses to pause and analyze what they are doing well and what they are not doing so well.

One of the hallmarks of this analysis is to take a good long look at how well you are servicing your customers. So how do you do this?

1. Ask them how well you are doing. Surveys are one way, on-site visits another way. Both can be highly effective.
2. Look for trends in your stats. If you are not trending customer feedback you are missing significant data that can assist you in your renewed customers service efforts.

1. Take action. Once you have this information create an action plan and stick to it. Your persistance in providing excellent service in a downturn will create the desired culture that will only boom in the high times.

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The Changing Face of HR - Part 2

In Part One of: ‘Changing the Face of Human Resources’, we discussed the critical role people play in the success of any business. If people are not changing faster than the market or customers, we face a danger of becoming extinct quickly.

The role of Human Resource (HR) Professionals becoming strategic partners and thinkers is upon us. The first two steps in accomplishing this were ‘Get Your HR People Out Of HR’ and ‘Connect HR to Sales and Marketing’. Here are the remaining three steps:

3. Succession Plan and Anticipate the future

Boomers are retiring. Shortages in skilled and non-skill positions are hindering markets. Legislative requirements and precedent setting court cases seemingly occur on a daily basis. Ownership and executive teams speak of new competition, global market changes, fiscal responsibility and future operational challenges but when was the last time your HR manager stood up and gave a “State of the Company” regarding the future of your company’s single largest asset (a.k.a. expenditure) – people? This is where a succession plan becomes highly strategic. Strategic HR will not exist without a demonstrative display of influence in the presence of senior management, directors, board members, and stake holders.

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The Changing Face of HR - Part 1

The role of Human Resources (HR) as a strategic partner to any organization has never been more important than today. Here is a quick test to identify why. (The responses reflect the current reality many organizations are facing.)

• Your business and product offering is changing
• Your customers are changing and expecting more
• The marketplace and economy is changing
• Your suppliers and vendors are changing
• The way you make money and margins is changing

• People in your organization are changing and learning new skills daily to compete (Turnover does not count.)

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