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What do coconuts have to do with SERVICE EXCELLENCE? Find out in the video below…
Your customers have endless options. And your competition is ready and waiting to swoop in and take your spot. So how do you make sure that doesn’t happen?
By focusing on building a CULTURE of continuous service improvement!
As the service provider, your job is to create value for your customer.
Simple, yes?
Unfortunately, determining what your customers ACTUALLY value can be tricky. Unless…
You understand that different customers value different things at different times.
This means that service scripts and standard procedures CANNOT provide your team with the tools they need to create exceptional service experiences for EVERY customer.
What you need is a culture of uplifting service!
In this environment, all of your team members are equipped with a common service language that helps them understand:
- A. Your organization’s values and priorities,
- B. How to recognize what your customers value, and
- C. How to take the right ACTION to provide valuable service.
So what do coconuts have to do with this?
You’ll have to watch the video below to find out!
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Below is an Autogenerated Transcript
In my definition, the person who takes action creates value. The service provider is a value creator. Well, that’s a pretty esteemed position, right? That’s useful, that’s powerful, that’s healthy, that’s strong. Sometimes the value can be measured. Like, you earn money or you get a raise or you do something more quickly, or you’re more efficient or more productive. Sometimes it’s emotional. You make somebody happy. You take care of somebody. You give them a nice surprise on their honeymoon. Sometimes it’s relational. You make people feel more connected. “Like, I know using people’s names,” and when guests come to resorts, they find out people’s names and then on the TripAdvisor report, you will see the comment and they use the name. Because there’s a relationship that got created there and it’s valuable. And sometimes people feel more connected to the world, like this planet that we live on. Okay. Now we’re talking some interesting stuff, right? Like, how many tourists come here and go, “Oh, it’s such a beautiful place” but they don’t feel like they contributed to helping it be beautiful or helping it continue to be beautiful? Like understanding. I learned more about coconut trees on this trip than I have in the previous 49 visits because Mr. Afif Hussain sat down with me over a coffee and said, “Let me teach you about coconut trees.” Like, okay, but, but now I’m going to go through the rest of my life with a better appreciation for and understanding of coconut. And how many other human beings on the planet know what a coconut is? But how many people know much about coconuts? Nobody. Right. So, I’m going to be able to go all over the world now and so many people, “Do you know that there are young coconuts, there are older coconuts, there are coconut flowers? Did you know that when you get a young coconut, it tastes like this? But when you get all the coconut like that? Did you know that a coconut that’s close to the sea has a different kind of roots than a coconut tree that’s not inside the land Because the roots have learned how to turn saltwater into fresh water for the tree. Did you know that?” In other words, what Mr. Afif did as an example is he took some action. Let me teach you about coconuts. It created some value. I said it was valuable because it gave me a sense of more well-being whenever I’m in a tropical environment or I’m at a bar or I’m at a restaurant and somebody goes, “It’s got coconut.” And I look at the waiter and go, “Did you know about coconut?”