EXPECT  EXCELLENCE

Good is not good enough in this overbuilt, competitive world .... We must strive for EXCELLENCE or better …. We have to expect EXCELLENCE of/from ourself …..our people ….our company …. In all we do.

How do we go about this …. To expect  EXCELLENCE?

It is all around us … the message is clear … in business, sports, the arts, our personal lives.

Get back to basics, and do the basics very, very well, better than anyone else, better than the hotel next door or down the street.

In the sports world, it is knowing and doing the fundamentals of the game until they are part of you …blocking and tackling if you will …. That’s how the game is won.  Sure there is always the spectacular  play now and again, but the consistent winners, the superstars, are the ones who do it right all the time.  Knowing their job in every detail and doing the basics better than anyone else …….. EXPECT  EXCELLENCE.

In the business world, it is :

 The list can go on but you get the idea.

I would like to share with you a piece  entitled “I Am Your Customer”.
 

I AM YOUR CUSTOMER

I am your customer, Satisfy my wants;
And give me personal attention
And a friendly touch, and I will
Become a walking advertisement
For our products and services.
Ignore my wants, show carelessness,
Inattention, and poor manners,
And I will simply cease to exist
A far as you’re concerned.

I am sophisticated, much more so
Than I was a few years ago.
My personal needs are more complex.
I have grown accustomed to better things,
I have more money to spend,
I am an Egotist,
I am sensitive, I am proud,
My Ego needs the nourishment
of a Friendly Personal Greeting
from you.

It is important to me that you
Appreciate my business,
After all, when I buy your
Services, my money is feeding you.

I am a Perfectionist,
I want the best I can get
For the money I spend.
When I critize your service ….
And I will,
To anyone who will listen,
When I am dissatisfied …. Then
Take heed.  The source of my
Discontent lies in something
You have failed to do.
Find that source
And eliminate it, or you will
Lose my business
And that of my friends as well.

I am fickle, other business and
Businesswomen continually beckon
Me with offers or better services
For my money.
To keep my business, you must
Offer something better than they,
I am your customer now,
But you must prove to me again
And again that I have made a
Wise choice in selecting you
And your services above all others.

A recent gallup poll survey pointed out that 61% of the hotel patrons would not return if service was slow.  Shocking isn’t it!?!  That gives us an idea of the choices our guests have and the fact that no ones needs to put up with poor service in any area.

Good service is anything that makes a client feel more at home and comfortable during his encounter with you or your company.  We have to be the beacon of  true hospitality, to make them feel they are special.

Nothing is really new is it?  It’s back to basics …. Being consistent,
EXPECT  EXCELLENCE.

Isn’t this the way you and I want to be treated in every day life?  No different than our client’s wants and needs.

When we  “EXPECT EXCELLENCE”  of ourselves and our operations, we:

For  Example :
      A Big Mac is a Big Mac everywhere in the world …. Consistency and
      MacDonald’s is a very profitable company.

     
      Are we consistent?  Do the guest leave satisfied every time?  Can we
      truly say that we really know everything …. every detail ….  of our
      Jobs?   Are we Excellent?

If we say “YES”,  then :

 Put your mind in positive frame and add to this  basic list …. It could go on and on and on, if the world were perfect, so to speak, and why not?  Wouldn’t you rather work in a place that was near perfect than the flip side?  I would.

Many new people are and will be experiencing our company for the first time. Many of these people can and do influence group business as well as individual business for our comapny.

The bottom line is people, our people have to be the best in the  industry!  That is what we must be and must continue to be.

Good people are function of Good Management.   We need good managers, and more importantly good leaders and with a little more effort, we will be Excellent Leaders and Managers …. Expect It!
The man credited with the turnaround of SAS Airlines was President Jan Carlzon.  His advise is “Make sure you are really selling what the customer needs to buy.”

“Our business is not flying airplanes, it’s serving the travel needs of our public.  If we do that better than other companies, we’ll get the business.”
Any Business can be similar in many ways to the airline business.  Their passengers like our clients, our staff, they have many choices in today’s marketplace.  We need to make sure they choose your company  every time.

Carlzon stressed an almost obsessive commitment to managing every customer experience with SAS.  “We have 50,000 moments of truth everyday,”  He said, referring to any episode in which a customer comes into contact with any aspect of the company and forms an impression.

How many “Moments of Truths”  do we face each day in our companies, via our websites, via their phonecalls, their visits, their emails, their moments of truth with each of our staff.  What do our clients say?  What is He/She experiencing at our company with our staff?  Remember the GALLUP POLL …. 61 percent will not return!!  if that moment of truth is negative.

Profit is the end result of doing it right and having excellent operations.  Without it, we do not exist …. No company does.  We can and need to be more profitable in our total operations.

We should not …. And do not need to …. Comprise quality to become more profitable.  By getting back to the basics and understanding every aspects of our job, being customer and service oriented, expecting excellence of ourselves, our people, our operations, we will achieve our goals.

It’s up to you …. Us …. The  finest selection of professionals in the industry …. Live It …. Believe It, and our customers will experience it!

Remember  EXPECT EXCELLENCE!