As you’ve read through my post, you know that I love to travel. Most post are majority focused on things related to travel and this post too. When was the last time you received Excellent Service or the other end of this, poor service? Keep in mind this post contains affiliate links, which means that if you click on one of the product/book links, I’ll receive commission from Amazon.
I’m sure it didn’t take you long to think of a poor service but I hope that a time you received excellent service. There are many different measurements to rank service and generalzie companies who have built their reputation on service. When thinking of this, you would search Net Promoter Score (NPS). When looking at a the benchmark for Travel & Hospility inudsty is 34 of 100. Looking at one site that calucalted a few NPS, Delta Airlines -38, Southwest – 62, United – 10. This is just one sample but when I think of service companies I think Amazon (66), Nordstrom (80), & Ritz Carlton (72). Have you ordered something off Amazon? Did it come as you wanted it? Was delivery on time? In my cases, 9/10 times it’s as I wanted and on time delivery. When it’s not, I know they’ll ship me a replacement as soon as I put the return in the mail.
Why does The Ritz-Carlton pride it’s self on the Gold Standard? Have you stayed at a Ritz-Carlton? Was it not everything you expected? If by change you didn’t think it lived up to the expectation and expressed this with management, was it not adjusted then? Their motto is very famous, “We are Ladies and Gentlemen serving Ladies and Gentlemen.” If that doesn’t sum it up in as simple of terms, I don’t know what will. Servce those as you want to be served, as ladies and gentlemen. If everyone is on the same level ( or act on the same level with high standards) then the guest will receive that excelence service.
A while back a preacher at my church, Steven Bonham, mentioned Colossians 3:23, “Work willingly at whatever you do, as though you were working for the Lord rather than for people.” After hearing that verse, I thought about service companies mainly in the travel & hospitality industry. What if everyone did their work WILLINGLY. I could just stop right there. We’ve all tried checking into a hotel late at night or whenever and you could tell that person, didn’t willingly want to be there. I believe in God, so I strive (but fall short way too often) as if all I do is for the Lord. During that sermon, Steven mentioned that our Church’s mission/goal is excellent last mile. Many of the front line staff within the travel industry are that last mile. If you are religious, think of your church as that last mile/front line staff. Do you think of your church as providing Excellent Service? Would they rank high in the thoughts of Amazon and Ritz-Carlton?
Making the connection of Excellent Service and willingly working to a higher level brings me to a very popular business book by Tommy Newberry, The 4:8 Principle. This book covers the secret to a joy-filled life by using the biblical principle from Philippians 4:8, “Fix your thoughts on what is true, and honorable, and right, and pure, and lovely, and admirable. Think about things that are EXCELLENT and worthy of praise. When you’re at a hotel, restaurant or on a train, are you treating that frontline person with the excellence you want from them? If you’re not also being a lady or gentleman, why would they be that back to you?
Please post in comments times you’ve seen Excellent Service or books you’ve read to help you stay on track of being a lady or gentleman.